Technical Support Analyst
Workday
- Auckland
- Permanent
- Full-time
- Develop product expertise in various Workday products, including but not limited to, Credentials (Verified and Issued), User Interface, Mobile Devices, Authentication (Native, SAML, OpenID, Multi Factor, etc.)
- Manage a queue of Workday product related cases, prioritising issues based on severity and customer impact
- Troubleshoot product defects, solve complex problems, lead change, implement solutions, and handle time critical 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
- Create and maintain internal and customer-facing knowledge articles
- Participate in our 24/7 global coverage plan
- 3+ years of experience implementing or supporting enterprise software applications: Workday, SaaS, Oracle, SAP, NetSuite, Zuora, Infor, Taleo, onsite ERP, PeopleSoft, Kronos, Cornerstone, etc.
- Proficiency in Mobile Operating Systems like iOS and Android at an advanced level.
- Comprehensive knowledge of all web browsers and adeptness in utilising developer tools.
- Demonstrable understanding of data transfer via HTTP
- Proven knowledge of JSON
- Solid grasp of case handling processes and escalation procedures.
- Ability to balance multiple priorities and communicate across organizational boundaries.
- Experience building internal and/or external facing documentation (KCS experience a plus)
- Excellent analytical skills and ability to come up with solutions / workarounds to sophisticated problems.
- Passionate about problem-solving and have strong analytical skills.
- Ability to collaborate and build positive relationships with customers.
- An excellent teammate who will also establish relationships across the organization to continue improving the way we serve our customers!
- Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.
- Love to learn and absorb new technology and features.
- You’re a confident communicator (verbally and in writing), who collaborates with users at all levels and varying technical abilities.
- A self-starter with the ability to work autonomously but know when to ask for help!