Technical Support Delivery Analyst

Your work days are brighter here.
We're obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back. In return, we'll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you've found a match in Workday, and we hope to be a match for you too.

About The Team
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, located around the world

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.

We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.

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. We are looking to hire for a 8am to 5pm shift, Monday - Friday

What would you do all day?

• Handle a queue of 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:

• Affordable Care Act
• Benefits Billing
• Configurable Benefit plans
• Evidence of Insurability
• Enrollment Events
• Medicare
• API and Core Connector Integrations

About You
About You

Basic Qualifications

• 3+ years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Cornerstone or a similar application) in a support, implementation or consulting environment
• Experience in a role supporting or managing Benefits for internal or external customers

Other Qualifications

• Demonstrable ability to support or implement HCM, Workforce Management, Payroll, VMS or Higher Ed applications
• Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
• Ability to read and analyze log files preferred
• Basic experience with API client (SoapUI, Test Studio, and/or Postman/Bruno) is preferred
• Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar) is a plus
• Basic knowledge of SQL syntax to read existing scripts and queries is a plus
• 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
• Previous experience with health monitoring tools is an advantage

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
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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.

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