Customer Support Analyst - Absence, Time Tracking and Scheduling

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

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! 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.
You’ll be in a group of specialists that support one another and cultivate a learning environment. Our global support team works closely with product management, development and quality assurance teams to ensure we're providing our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers' timelines!


This role operates in a flex model with at least 50% of time spent in office.

About the Role

As a Time Tracking, Absence and Scheduling Support analyst, success means you will become highly knowledgeable around the Workday product and various technologies which we use to both build and solve problems. You will diagnose and analyze technical software issues, report operational issues/product defects to engineering teams, and collaborate with multiple partners through to resolution. No two days are alike and this opportunity will make use of your troubleshooting and critical thinking skills. Your role is to ensure an outstanding customer experience through strong and timely communication on the status of issues as well as work through customer escalations, until an acceptable solution is delivered.

What would you do all day?

• Handle a queue of Time Tracking and Absence cases, prioritizing issues based on severity and customer impact

• Solve complex problems, drive change, and implement solutions

• Handle time critical escalated 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

• Participate in our 24/7 Global Support

About You

Basic Qualifications

3+ years in one of the following:

• Time Tracking or Absence software support

• Functional experience in Time Tracking or Absence

• Customer Support experience, providing software support for other functional enterprise software applications

• Functional systems administration experience supporting software systems and solutions

Other Qualifications

• Strong analytical and problem solving skills; ability to troubleshoot and recreate customer reported problems internally

• Demonstrable ability to handle customer communications with a high degree of professionalism using product and business knowledge  

• Demonstrated ability to support or implement Time Tracking, Absence, or Scheduling solutions

• Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain ex