Technical Support Analyst - Payroll Integrations

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

At Workday, we take a different approach to Enterprise Software, we design intuitive experiences that users love. Our customers don’t think of us as just another software vendor. They see us as a partner in every sense of the word, in it for the long haul and committed to helping them deftly lead their organization in a changing word.
The goal of our team is to ensure Workday delivers an excellent user experience. You’ll be part of a group of specialists that support Payroll Integrations and related Web Services / APIs.

About the Role

Integration Support Analyst is a technical role where you will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service. It's about passion, innovation and excellence in a fast-paced and dynamic organization. This position requires a self-motivated, customer-focused professional with strong follow-through, who consistently keeps commitments to projects, customers, and fellow employees.

This role operates in a flex model with at least 50% of time spent in office.

What would you do all day?

• Work directly with customers, partners, operations and development to research, troubleshoot, and resolve product and performance issues in a timely manner.

• Ensure that you are completely trained on all troubleshooting tools, you will participate in our training programs and work closely with a mentor. 

• Understand Fundamental architecture of our Workday software.

• Ensure that all customer issues/cases are addressed and responded to in a timely manner, in accordance with Service Level Agreements.

• Effectively prioritize and escalate customer issues when those issues severely impact a customer, driving problems to resolution as well as manage communication and expectations within Workday and with the customer.

• Participate in 24x7 global coverage for the Customer Support team.

• Clearly and succinctly document communications with customers within our case management system, providing outstanding customer service and high quality technical responses.

• Engage across corporate functions (Services, Product Management, Development, QA, Operations, Environments) to partner together to solve issues, improve processes, and ensure we are delivering solutions to meet our customer needs.

About You

Basic Qualifications
 

3 or more years of experience supporting or implementing integration solutions or related HCM SaaS enterprise products.

Other Qualifications

• Customer Support experience, providing software or integrations support for other functional enterprise software applications

• Demonstrated ability to support or implement Payroll 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, escalation procedures, and programming/networking principles.

• Prior experience with Knowledge-centered service (KCS)

​Location / Work Hours

​This position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to relocate to Pune. Candidates will be expected to work from the office at least 50% of the time. The Analyst will be on a shift rotation schedule alternating between the early and late shifts along with rotational Weekend coverage when required.

Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST).

Our customers rely on our team all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage

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!