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As a Tier 2 Support Analyst - AMS, you will play a key role in providing high-quality support for Workday applications across various modules including HCM, Payroll, Finance, Integrations, and Reporting. This role requires a strong understanding of Workday functionality, configuration, and issue resolution processes. You will be responsible for analyzing, diagnosing, and resolving complex issues while ensuring client satisfaction and adherence to SLAs. The role also contributes to continuous improvement, knowledge sharing, and proactive support strategies within the AMS team.
Key Responsibilities:
• Deliver timely and effective Tier 2 support for client-reported Workday issues across multiple functional areas (e.g., HCM, Payroll, Finance, Integrations, Reporting).
• Analyze and troubleshoot Workday configuration, business process, security, and integration issues.
• Utilize Workday tools and resources (e.g., Workday Community, tenant access, logs) to diagnose problems and implement solutions.
• Document all support activities, including issue summaries, troubleshooting steps, and resolutions in the designated ticketing system.
• Collaborate with Tier 1 support teams to understand issue context and provide guidance for initial troubleshooting.
• Escalate complex or unresolved issues to Tier 3 or functional experts with detailed documentation.
• Assist in testing and validating Workday configuration changes, updates, and enhancements prior to deployment.
• Contribute to and maintain internal knowledge base articles and support documentation to enhance team performance.
• Participate in knowledge-sharing activities, training sessions, and team discussions to improve support delivery.
• Maintain strong awareness of Workday best practices, product roadmaps, and release management cycles.
• Ensure support delivery aligns with Service Level Agreements (SLAs) and client expectations.
• Assist with root cause analysis and help implement long-term fixes or configuration improvements.
• Monitor support metrics and identify opportunities for automation, service optimization, or trend analysis.
• Be part of an on-call rota for urgent or critical issues outside of business hours (as required).
Required Skills:
• 1 - 2 years of hands-on experience in Workday support, preferably in an AMS or consulting environment.
• Strong understanding of Workday HCM, Integrations, Security, and Business Processes.
• Demonstrated experience with Workday issue resolution, configuration, and functional troubleshooting.
• Experience working with ticketing systems such as JIRA, ServiceNow, Zendesk, etc.
• Ability to analyze issues logically, prioritize tasks, and communicate technical solutions clearly.
• Strong documentation and reporting skills.
• Comfortable working in client-facing roles and cross-functional teams.
• Excellent communication skills.
Desired Skills:
• Exposure to multiple Workday modules (e.g., Finance, Recruiting, Absence, Time Tracking).
• Familiarity with Workday Studio or EIB integrations is an added advantage.
• Experience working with global clients or in a multi-country support model.
• Workday certification(s) in HCM, Integration, or any core module.
• Understanding of ITIL or structured support methodologies.
We Offer You:
A great environment to learn, develop and be successful in what you do
Opportunity to support our work with some of the World's most recognisable brands
Competitive package and hybrid work model
Travel opportunities for key events
Career growth opportunities (as we’re growing rapidly!)
About CloudRock
CloudRock is a leading digital transformation consultancy, headquartered in the UK, with offices in India, US, Portugal & Australia. We have an outstanding reputation within the ERP ecosystem and have some of the best consultants sector. We offer you a competitive total rewards package, continuing education & training (including Certified training), and tremendous potential with a growing worldwide organization.
CloudRock provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable country, national, federal, state or local law.
CloudRock is committed to a diverse workforce.
DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of CloudRock business units.
Work Arrangement
