Reporting & Analytics Customer Support Analyst
5 months ago
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
About the Role
Key Areas of Responsibility:
- Develop technical expertise in various Workday technologies, including but not limited to, the reporting and analytics framework.- Responsible for collaborating with clients to: identify, define, and clarify business requirements; translating customer needs into efficient reports and configurations that conform to best practices.- Implement and drive methodologies to resolve configuration inefficiencies in different areas including, but not limited to reports, integrations and custom setups.- Working closely with customers and implementing partners to understand gaps in current report output and configure solutions in a standardized fashion.- Regularly contribute to the knowledge base (KCS) to improve resolution effectiveness.- Balance ownership of existing workload while solving new issues timely.- Building organization-wide relationships to move initiatives forward and position ideas to enhance the likelihood for success.- Contributing to the documentation, QA, and organization of our analytics tooling.- Track and manage performance improvement opportunities to prioritize efforts across the Support, Operations and Development organizations.- Identify, analyze, and interpret trends or patterns in internal metrics and log data.- Uncover process gaps and work cross-functionally to formulate plans to improve system performance and reliability.- Participate in our 24x7 support global coverage plan.
About You
Basic Qualifications:
- 3+ years of experience in data/reporting analyst role, customer support, system performance, and/or other relevant work experience.
Other qualifications- Bachelors Degree in one of the following: Computer Science, Information Management, Statistics or Business.- Proven experience in technical support or a related role, preferably with exposure to Workday Report Writer, Prism Analytics or other analytics platforms.- Bilingual in Japanese and English (Fluency in Speaking, Reading and Writing required)- Excellent problem solving and troubleshooting skills and successful track record of managing multiple urgent priority issues concurrently-
- Strong analytical skills with a proven ability to collect, organize and analyze significant amounts of information to drive product improvement initiatives.- Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility.- Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.- Demonstrated customer service experience and/or strong interpersonal skills.- Ability to work collaboratively in a fast-paced and dynamic environment.
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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