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Technical Support Specialist

2 months ago

Brisbane, Queensland, Australia Workday, Inc. Full time

About the Role

The Technical Support Analyst is responsible for managing a ticket queue of cases with varying levels of complexity for the Adaptive Planning Integration product and making sure that customers get timely updates. The ideal candidate has experience troubleshooting enterprise level software & applications, and enjoys working with customers.

Key Responsibilities

  • Manage a ticket queue of cases with varying levels of complexity for the Adaptive Planning Integration product
  • Ensure timely updates for customers
  • Troubleshoot enterprise level software & applications
  • Work closely with customers to resolve issues
  • Collaborate with product development and support analyst teams to find workarounds and solutions to product issues

Requirements

  • 3+ years' experience in a customer-facing Support Analyst / Help Desk role
  • Experience troubleshooting enterprise software
  • Attention to detail and deep understanding of support best practices
  • Proven ability to balance multiple priorities and communicate across organizational boundaries
  • Excellent analytical and problem-solving skills
  • Exceptional written and verbal communication skills
  • Ability to assess business impact and prioritize work with the right level of urgency for customer needs

Preferred Qualifications

  • Previous experience or knowledge of finance and/or financial planning software applications or integrations
  • Bachelor's/Master's degree or foreign equivalent degree in Business, Management Information Systems, Computer Science, or a related field or equivalent work experience
  • Working knowledge of SQL and DBMS
  • Technical skills in the following:
  • Web Services / API
  • SAML SSO
  • Integration Implementation or Support
  • ELK / any log aggregation tool

About Workday

At Workday, our employees have always been our number one Core Value. We understand that everyone has unique experiences and perspectives which is why our mission is to create a safe space where all people and ideas are welcomed. Our commitment to value inclusion, belonging, and equity (VIBE) and creating a brighter workday for all is the cornerstone of all we do.