Time & Absence Applications Support Analyst
About the Role
The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.
Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes.
What would you do all day?
Handle a queue of Time Management support cases, prioritizing issues based on severity and customer impact
Work through exciting problems, motivate change and implement solutions
Handle time critical issues
Build solid relationships with our customers
Collaborate with Product Managers, QA and Development to determine solutions or workarounds
Balance ownership of existing case load while troubleshooting newly discovered issues
Maintain your knowledge of new functionality and compliance changes
Maintain certifications and training as required for the role
Get involved with initiatives, councils and projects that inspire your passion in support
Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)
Key Responsibilities:
Understand and support our customers in the following areas:
Time Off and Leave of Absence
Scheduling and Labor Optimization, including Schedule Generation and Labor Demand and Forecasting
Time Tracking, including validations and configurations
Time Management Integrations
About You
Basic Qualifications
3+ years in one of the following:
3 years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting environment
Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)
Ability to read and analyze log files
Basic knowledge of SQL syntax to read existing scripts and queries.
Basic experience with api client (SoapUI, Test Studio, and/or Postman/Bruno)
Other Qualifications
Demonstrable ability to support or implement HCM, Workforce Management, Payroll or Higher Ed applications
Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
Ability to collaborate with multiple partners across a diverse organization
Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams
Experience building internal and/or external facing documentation (KCS experience a plus)
Previous experience with web service integrations that use SOAP, WSDL, XML is an advantage
Previous experience performing in depth log analysis is an advantage
Previous experience with health monitoring tools is an advantage
Previous experience using and writing SQL basic queries is an advantage
Workday Pay Transparency Statement (For EU Locations Only)
Listed below is the base salary range applicable to this position. Workday pay ranges (and the precise pay offered to the successful candidate) are based on a number of objective criteria such as relevant experience and skills, and educational qualifications, level of responsibility, demands of the role, work location and business need. 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 awarded by Workday Inc. For more information regarding Workday’s comprehensive benefits, please .
Primary Location Base Pay Range: zł148,800 PLN - zł223,200 PLN Poland