Technical Support Delivery Analyst - Time Tracking and Absence

About the Role

As a Time Tracking and Absence Support analyst, success means you will become highly knowledgeable around the Workday product and various technologies which we use to both build and solve problems. You will diagnose and analyze technical software issues, report operational issues / product defects to engineering teams, and collaborate with multiple partners through to resolution. No two days are alike and this opportunity will make use of your troubleshooting and critical thinking skills. Your role is to ensure an outstanding customer experience through strong and timely communication on the status of issues as well as 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 your 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 Qualifications

Demonstrated ability to support or implement Time Tracking or Absence solutions

Ability to engage and coordinate multiple teams to identify and raise 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 / opposing 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

Fluent in multiple languages (German or French preferred)

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, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.