Product Support Analyst - Absence, Time Tracking and Scheduling

Workday’s Customer Support teams are driven by a passion for our products and the success of our customers' User experience. We’re a diverse group of people, with an invaluable mix of experience and backgrounds! We promote Workday’s core values, with ‘Employees’ being our first! This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone.
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're providing our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers' timelines!

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

• 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

• 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

• 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

• Strong analytical and problem solving skills; ability to troubleshoot and recreate customer reported problems internally
• Demonstrable ability to handle customer communications with a high degree of professionalism using product and business knowledge
• Demonstrated ability to support or implement Time Tracking, Absence, or Scheduling 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)

Primary Location: USA.UT.Salt Lake City
Primary Location Base Pay Range: $84,000 USD - $126,000 USD
Additional US Location(s) Base Pay Range: $79,800 USD - $154,200 USD