Business Analyst, Support Operations

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

The Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the systems and tools used by both Workday's customer support and its customers. We are a diverse group of product operations specialists with varied experiences and backgrounds. Our team is committed to Workday's core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun!

About the Role

As a Business Analyst, you will work within a global team, spanning various time zones and ensure excellent customer service. In this role, you will partner closely with our internal Business Technology group and our Support teams to maintain and enhance our systems and tools largely powered by Salesforce.com. We need a self-starter who can learn quickly, drive deliverables, and take pride in ensuring that the customer and analyst experience is kept at the forefront at all times.

Key Areas of Responsibilities:

• Reimagine how customer support can improve customer experience and identify opportunities for technology improvements that lead to best in class customer service
• Plan, prioritize and lead the delivery of systems on the Support roadmap to meet Support strategy and business needs
• Assume role of product owner in scrum team(s) ensuring business requirements documentation, user story readiness, backlog grooming, user acceptance testing and release planning
• Work and collaborate cross functionally with business technology, environments, services and product teams to prioritize requirements and define the delivery roadmap
• Troubleshoot and triage reported system issues and work with the business and business technology to find viable solutions and facilitate resolution of issues

About You

Basic Qualifications

• 3+ years Business Analyst experience, preferably supporting enterprise-sized organizations.
• 2+ years experience working with Salesforce.com Service Cloud.
• 1+ year experience with agile development processes.
• Ability to be flexible, multi-task and get things done in a fast-paced and constantly changing environment
• Previous experience providing technical/customer support

Other Qualifications

• Bachelor degree, or equivalent, and relevant working experience.
• Familiarity with Coveo and Adobe Experience Manager (AEM) is a plus
• Salesforce certification is a plus
• Proficiency with JIRA and Confluence a huge plus

This role is not approved to offer work authorization or visa sponsorship to applicants

Workday Pay Transparency Statement - United States

The annualized base salary ranges for the primary location and any additional locations in the United States (US) are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here.

Primary Location: USA.GA.Atlanta

Primary Location Base Pay Range: $87,800 - $131,800

Additional US Location(s) Base Pay Range: $83,400 - $158,900

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.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!