Description
We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most.
The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.
Responsibilities:
- Handle a queue of Time Management support cases, prioritizing issues based on severity and customer impact
- Work through exciting problems, motivate change and implement solutions
- Handle time critical issues
- Build solid relationships with our customers
- Collaborate with Product Managers, QA and Development to determine solutions or workarounds
- Balance ownership of existing case load while troubleshooting newly discovered issues
- Maintain your knowledge of new functionality and compliance changes
- Maintain certifications and training as required for the role
- Get involved with initiatives, councils and projects that inspire your passion in support
- Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
- Participate in rostered shifts as part of our 24/7 Global Support shifts
Key Responsibilities:
- Understand and support our customers in the following areas:
+ Time Off and Leave of Absence + Scheduling and Labor Optimization, including Schedule Generation and Labor Demand and Forecasting + Time Tracking, including validations and configurations + Time Management Integrations
Basic Qualifications:
- 3+ years in one of the following:
+ 3 years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting environment + Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities + Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar) + Ability to read and analyze log files + Basic knowledge of SQL syntax to read existing scripts and queries. + Basic experience with api client (SoapUI, Test Studio, and/or Postman/Bruno)
Other Qualifications:
- Demonstrable ability to support or implement HCM, Workforce Management, Payroll or Higher Ed applications
- Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
- Ability to collaborate with multiple partners across a diverse organization
- Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
- Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams
- Experience building internal and/or external facing documentation (KCS experience a plus)
- Previous experience with web service integrations that use SOAP, WSDL, XML is an advantage
- Previous experience performing in depth log analysis is an advantage
- Previous experience with health monitoring tools is an advantage
- Previous experience using and writing SQL basic queries is an advantage