Technical Support Delivery Analyst

1 month ago

Auckland, Auckland, New Zealand Workday Full time

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

We at Workday Support are committed towards bringing passion and customer focus together to solve complex business problems and continuously strive to provide a world-class experience to our customers. We're a diverse group of people, with an invaluable mix of experience and backgrounds, located across multiple locations globally.

At Workday, we put our employees and customers at the heart of everything we do. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

About the Role

As a Technical Support Delivery Analyst in our Platform Technology support team, success means you will become highly knowledgeable around the Workday product and various technologies which are used both to build and to solve Workday problems. This is not just a role answering questions - it requires an inquisitive approach, with strong research and analytical rigour to dig deep to find solutions to a variety of time-sensitive and business-critical issues raised by our customers. Being an analyst in our team is about passion, innovation and excellence in a fast-paced and multifaceted organization. The issues we face are usually pivotal to the customer, so your work can have a significant impact on our customer satisfaction, which is one of our core values.

What would you do all day?

  • Develop product expertise in various Workday products, including but not limited to, Credentials (Verified and Issued), User Interface, Mobile Devices, Authentication (Native, SAML, OpenID, Multi Factor, etc.)
  • Manage a queue of Workday product related cases, prioritising issues based on severity and customer impact
  • Troubleshoot product defects, solve complex problems, lead change, implement solutions, and handle time critical issues
  • Work with Product Managers, QA and Development to identify solutions or workarounds
  • Balance ownership of existing case load while solving newly discovered issues
  • Maintain your knowledge of new functionality and compliance changes
  • Use your energy, drive, adaptability, and passion to inspire others throughout the company
  • Create and maintain internal and customer-facing knowledge articles
  • Participate in our 24/7 global coverage plan

About You

Basic Qualifications

  • 3+ years of experience implementing or supporting enterprise software applications: Workday, SaaS, Oracle, SAP, NetSuite, Zuora, Infor, Taleo, onsite ERP, PeopleSoft, Kronos, Cornerstone, etc.


Other Qualifications

  • Proficiency in Mobile Operating Systems like iOS and Android at an advanced level.
  • Comprehensive knowledge of all web browsers and adeptness in utilising developer tools.
  • Demonstrable understanding of data transfer via HTTP
  • Proven knowledge of JSON
  • Solid grasp of case handling processes and escalation procedures.
  • Ability to balance multiple priorities and communicate across organizational boundaries.
  • Experience building internal and/or external facing documentation (KCS experience a plus)
  • Excellent analytical skills and ability to come up with solutions / workarounds to sophisticated problems.
  • Passionate about problem-solving and have strong analytical skills.
  • Ability to collaborate and build positive relationships with customers.
  • An excellent teammate who will also establish relationships across the organization to continue improving the way we serve our customers
  • Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.
  • Love to learn and absorb new technology and features.
  • You're a confident communicator (verbally and in writing), who collaborates with users at all levels and varying technical abilities.
  • A self-starter with the ability to work autonomously but know when to ask for help



Our Approach to Flexible Work

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process

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