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.

At Workday, we value our candidates’ privacy and data security.  Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. 

  

Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not.

  

In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.

About the Team

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer satisfaction to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun! Workday Education’s mission is to create a phenomenal student and instructor experience globally. Our Operations team plays a critical role in supporting customers, partners and employees by delivering excellent customer service using innovative approaches, processes and systems.

About the Role

As a Business Process Analyst on the Support & Enablement Team, you’ll be a self-starter, good at prioritizing multiple inquiries and tasks. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to optimally run their Workday training. You will collaborate with several teams across Workday to ensure that Workday Education is in alignment and giving an excellent customer experience. Focused on being technically savvy, becoming comfortable at configuring our systems and developing a deep understanding of the various portals our end users use to gain access to our systems. You’ll take Workday’s core value of Customer Service to the next level; continually looking for ways to measure and enhance the learner experience!

Your responsibilities:

Contribute to various support initiatives or projects. Follow a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.

Handle incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolution may include in-depth analysis, troubleshooting, and working multi-functionally.

In the course of resolving cases, you will be comfortable working within the Workday Learning center, understanding of our policies, be comfortable reconciling accounts, customer calls, and providing training recommendations.

Contribute to the evolution and development of training support. Regularly assess, communicate and report on case types and overall user experience. We’ll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience. You will design and drive process improvement around supporting our external and internal users.

Work within a distributed team, spanning various time zones. Be able to learn from your peers as well as conduct independent investigation.

Responsible for understanding the Education Portal(s) hosted on Salesforce.com; including the integrations between SFDC and the Workday Learning Center.

Assist with providing training recommendations/plans to customers

Información sobre la función

Este puesto se ofrece como Analista sénior asociado de procesos operativos de Workday o como Analista de procesos operativos, según sean las cualificaciones.  

Como analista de procesos operativos en el equipo de Soporte y habilitación, será una persona emprendedora, capaz de priorizar varias consultas y tareas. Al ser una de las primeras personas en interactuar con nuestros nuevos clientes, socios y empleados, será responsable de establecer el tono correcto y garantizar que estos usuarios tengan lo necesario para realizar de manera óptima su capacitación en Workday. Colaborará con varios equipos de Workday para garantizar que Workday Education esté en concordancia y ofrezca una excelente experiencia al cliente. Deberá estar centrado en tener conocimientos técnicos, tener confianza para configurar nuestros sistemas y desarrollar un profundo conocimiento de los distintos portales que utilizan nuestros usuarios finales para acceder a nuestros sistemas. Deberá llevar el valor fundamental de Workday, el servicio al cliente, al siguiente nivel y buscar de manera continua formas de medir y mejorar la satisfacción del alumno.

Responsabilidades:

Contribuir en diversas iniciativas o proyectos de soporte. Seguir un sistema de medición de la satisfacción de las iniciativas o el proyecto mientras se continua con la innovación de los procesos y las mejoras para ampliar el negocio.Manejar las filas de casos entrantes, priorizando y resolviendo de inmediato una amplia gama de consultas relacionadas con los estudios. La resolución puede incluir un análisis en profundidad, la resolución de problemas y el trabajo interfuncional.Durante la resolución de casos, tener la confianza para trabajar dentro del centro de Workday Learning, comprender nuestras políticas, tener capacidad para conciliar cuentas, llamadas de clientes y proporcionar recomendaciones de capacitación.Contribuir a la evolución y el desarrollo del soporte de capacitación. Evaluar, comunicar e informar periódicamente sobre los tipos de casos y la experiencia general de los usuarios. Confiaremos en que escuche a nuestros usuarios, realice análisis de causas para identificar tendencias y patrones, y recomiende soluciones de sistemas o procesos que mejoren la experiencia del usuario. Diseñará e impulsará la mejora de procesos sobre el soporte a nuestros usuarios externos e internos.Trabajar en un equipo distribuido en diferentes zonas horarias. Ser capaz de aprender de sus compañeros, así como de realizar investigaciones independientes.Ser responsable de comprender los portales educativos alojados en Salesforce.com, incluidas las integraciones entre SFDC y el centro Workday Learning.

About You

Thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitments. You're passionate about the quality of what you do with a driven desire to continue to make everything you are involved in better.

You're driven by maintaining a high level of productivity and being passionate about problem solving. Are you ready to work hard but have a lot of fun doing it?

Basic Qualifications

5+ years of hands-on experience with a Learning Management System, Salesforce, JIRA

5+ years experience supporting customers directly through tickets, cases, etc. 

Additional Qualifications for Career Level Position

Systems thinking approach.

Ability to learn technology quickly through instruction and self-training.

Ability to create and deliver presentations to an external customer audience.

Ability to wear different hats and fill in where the business demands.

A passion for using technology to streamline processes.

Knowledge of e-learning technologies and blended learning deployment strategies is required.

Flexibility and adaptability to a changing environment.

Excellent at forming relationships across teams to meet team goals and align with business objectives.

Bachelor degree, or equivalent and relevant working experience are required.

Qué esperamos de usted

Desenvolverse bien en un entorno dinámico y acelerado que exige innovación, responsabilidad y concentración para hacer lo que sea necesario a fin de cumplir los compromisos. Que le apasione la calidad de lo que haga con el deseo de seguir mejorando todo aquello en lo que participa.

Que le motive mantener un alto nivel de productividad y le apasione resolver problemas. ¿Desea trabajar arduamente mientras se divierte?

Cualificaciones básicas:

5 años o más de experiencia práctica con un sistema de gestión de aprendizaje, Salesforce, JIRA5 años o más de experiencia dando soporte directo a clientes a través de tickets, casos, etc. 

Otras cualificaciones:

Enfoque de pensamiento sistémico.Capacidad para aprender sobre tecnología con rapidez a través de la capacitación y el autoaprendizaje.Capacidad para crear y realizar presentaciones frente a un público de clientes externos.Capacidad para adoptar diferentes roles y cubrir las necesidades de la empresa.Pasión por el uso de la tecnología para agilizar los procesos.Se requieren conocimientos de tecnologías de aprendizaje electrónico y de estrategias de implementación del aprendizaje combinado.Flexibilidad y adaptabilidad a un entorno cambiante.Excelente capacidad para formar relaciones entre equipos a fin de alcanzar los objetivos del equipo y alinearse con los objetivos empresariales.Es obligatorio contar con título universitario o equivalente y experiencia laboral relevante.

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!