Technical Support Analyst (Financials)

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.

About the Team

This is not “just another” customer service role. We are financials experts!
Workday’s Financials and Spend domains have a broad range of high-demand products, each packed with its own set of forward-thinking features to ensure our customers meet their everyday requirements. From Expenses to Business Assets, Procurement to Financial Accounting and much more, we are there to support our customers in all their financial needs. However, we do not stop there.
Behind every extraordinary product is an outstanding team. Our financials experts don’t just deliver customer service; we deliver the Workday experience.
At Workday, both Employee and Customer happiness is fundamental.

About the Role

We work with a mixture of customer use cases as we cover multiple financial modules globally. Success in this role relies on determining where to take action and who to involve to get the best and most time efficient outcomes. Balancing multiple issues with competing priorities will become second nature. No two days are the same, so if you are looking for a fast paced, collaborative role where you will be persistently challenged while growing, learning and developing, this is a phenomenal fit.

What would you do all day?

• Handle a queue of financial 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:

• Customer Management

• Configure, Price & Quote

• Revenue & Project Billing

• Financial Reporting (Accounts Receivable)

• Document Management (OCR, Machine Learning, Email Ingestion)

• Projects (Capital)

• Grants & Awards

• Delivered Integrations

About You

Basic Qualifications 

• 3 years of experience with SaaS Financial 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

Other Qualifications

• A strong level of familiarity with financial terminology and business processes relevant to the role

• Bachelor's degree in Finance, Accounting or related field, or equivalent work experience

• Experience building internal and/or external facing documentation (KCS experience a plus)

• An understanding of web service integrations that use SOAP, WSDL, XML is an advantage.

• Willing to work in 11AM to 8PM or 8AM to 5PM shift and operate in flex mode.

Workday is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.

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!