Technical Support Delivery Analyst - Time Tracking and Absence Apply remote type: Flex
locations: IRL.Dublin.Dockline
time type: Full Time
posted on: Posted 18 Days Ago
job requisition id: JR-0089074
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. Our culture, driven by our value of putting our people first, sets us apart. The happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is essential for business success. 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 passion, it's what makes us unique.
About the Team At Workday, we help the world's largest organizations adapt by bringing finance, HR, and planning into a single enterprise cloud. We work hard, but we also like to have fun. We put people first, celebrate diversity, drive innovation, and do good in our communities. You'll be in a group of specialists that support one another and cultivate a learning environment. Our global support team works closely with product management, development, and quality assurance teams to ensure we provide our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and providing solutions to various operational critical issues.
About the Role As a Time Tracking and Absence Support analyst, you will become highly knowledgeable about the Workday product and various technologies. You will diagnose and analyze technical software issues, report operational issues/product defects to engineering teams, and collaborate with multiple partners until resolution. Your role is to ensure an outstanding customer experience through strong and timely communication on the status of issues and work through customer escalations until an acceptable solution is delivered.
What would you do all day? Handle a queue of Time Tracking and Absence cases, prioritizing issues based on severity and customer impact.Solve complex problems, drive change, and implement solutions.Handle time-critical escalated 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 knowledge of new functionality and compliance changes.Use your energy, drive, adaptability, and passion to inspire others throughout the company.Participate in our 24/7 Global Support.About You Basic Qualifications 3+ years in one of the following:Time Tracking or Absence software support.Functional experience in Time Tracking or Absence.Customer Support experience providing software support for other functional enterprise software applications.Functional systems administration experience supporting software systems and solutions.Successful completion of a relevant technical training program, such as Year Up, or equivalent education/experience.Other QualificationsDemonstrated ability to support or implement Time Tracking or Absence solutions.Ability to engage and coordinate multiple teams to identify and raise the importance of critical issues to obtain expedited outcomes.Ability to balance multiple priorities and communicate across diverse teams within the organization.Demonstrate resilience when faced with tight resolution timeframes and conflicting priorities.Solid understanding of case handling processes and escalation procedures.Additional experience in one or more of the following areas: Payroll, Human Capital Management, Compensation, Benefits.Prior experience with Knowledge-centered service (KCS).We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
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.
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