Technical Support Engineer (Data Analytics & Reporting)

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.

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About the Team

***ONLY APPLICANTS RESIDING IN COSTA RICA WILL BE CONSIDERED AT THIS TIME***

The Analytics Platform at Workday offers substantial benefits through advanced tools such as Core Reporting, Prism Analytics, Accounting Center, and People Analytics. These tools enable seamless integration, transformation, and analysis of data from diverse sources, ensuring accurate and insightful reporting. By using robust financial and people analytics capabilities, organizations can enhance operational efficiency, ensure compliance with regulations, and gain real-time insights into essential business metrics. This data-driven approach supports informed decision-making and drives critical initiatives, ultimately optimizing business performance and fostering innovation across the organization.

Información sobre el equipo

La plataforma de análisis de Workday ofrece ventajas sustanciales a través de herramientas avanzadas como Core Reporting, Prism Analytics, Accounting Center y People Analytics. Estas herramientas permiten integrar, transformar y analizar perfectamente datos procedentes de diversas fuentes, garantizando la elaboración de informes precisos y minuciosos. Mediante el uso de capacidades sólidas de análisis financiero y del personal, las organizaciones pueden mejorar la eficiencia operativa, garantizar el cumplimiento de la normativa y obtener información en tiempo real sobre métricas del negocio esenciales. Este enfoque basado en datos respalda la toma de decisiones informadas e impulsa iniciativas críticas, al optimizar en última instancia el rendimiento empresarial y fomentar la innovación en toda la organización.

About the Role

Job Description

Workday is seeking an Technical Support Analyst to join our Report Performance and Analytics Organization, focusing on optimizing configurations, fixing performance issues, and refining customer designs for reports and integrations.

We need a candidate passionate about driving performance improvements through meticulous analysis of log and application data. Your role ensures our Prism Analytics, integrated with other Workday analytics applications, delivers robust data insights for confident decision-making and accurate financial reporting. Your expertise in business intelligence, along with good communication and customer handling skills, will be essential for enhancing customer success and overall experience. Join us in shaping impactful data-driven strategies at Workday.

Key Areas of Responsibility:

• Manage incoming case queue(s), promptly prioritizing and resolving a wide range of reporting related inquiries. Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.

• Provide dedicated support to key accounts for both new and legacy Workday data analytics and reporting products

• Solve complex problems, drive change, and implement solutions

• Handle sensitive escalated customer issues

• Work with Product Managers, QA and Development to highlight customer processing trends and identify areas for enhanced functionality and tools

• Maintain your knowledge of new functionality and compliance changes

• Use your energy, drive, adaptability and enthusiasm to perpetrate the positive vibes throughout the company

• Participate in our 24/7 global coverage plan

Información sobre la función

Workday busca un analista de soporte técnico para incorporarse a nuestra Organización de Rendimiento y Analítica de Informes, que se centrará en optimizar configuraciones, solucionar problemas de rendimiento y perfeccionar los diseños de los clientes para informes e integraciones.

Necesitamos un candidato al que le apasione impulsar mejoras de rendimiento mediante el análisis meticuloso de los datos de registro y de las aplicaciones. Su función garantizará que Prism Analytics, integrado con otras aplicaciones analíticas de Workday, proporcione información sólida para la toma de decisiones segura y la elaboración de informes financieros precisos. Su experiencia en inteligencia de negocios, junto con buenas dotes de comunicación y trato con el cliente, serán esenciales para mejorar el éxito y la experiencia general del cliente. Únase a nuestro equipo para dar forma a estrategias impactantes basadas en datos en Workday.

Áreas clave de la función:

● Gestionar las colas de casos entrantes, priorizando y resolviendo con prontitud una amplia gama de consultas relacionadas con la presentación de informes. La resolución puede incluir un análisis en profundidad, la resolución de problemas y la colaboración con otros equipos internos.

● Proporcionar soporte dedicado a cuentas clave para productos de analítica de datos e informes de Workday, tanto nuevos como heredados.

● En resolver problemas complejos, impulsar el cambio y aplicar soluciones.

● Gestionar problemas conflictivos de los clientes que han escalado.

● Trabajar con los gerentes de producto, aseguramiento de la calidad y desarrollo para resaltar las tendencias de procesamiento de los clientes e identificar áreas para mejorar la funcionalidad y las herramientas.

● En mantener actualizado su conocimiento de las nuevas funcionalidades y cambios en el cumplimiento de la normativa.

● Utilizar su energía, empuje, adaptabilidad y entusiasmo para perpetuar las vibras positivas en toda la empresa.

● Participar en nuestro plan de cobertura mundial 24/7.

About You

Basic Qualifications:

• 2+ years of experience providing technical support in a SaaS Enterprise environment

• Previous experience managing cases from a queue/ticketing system

• Ability to read and write SQL queries

Other Qualifications:

• 2+ years experience with creating Financial Reports or providing support for Financial Reporting

• Previous experience with Jupyter Notebooks a plus

• Previous experience supporting HCM or ERPs such as: Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone is a huge plus

• Exceptional interpersonal skills for managing and raising customer escalations.

• Confident communicator (verbally and in writing), who collaborates effectively with users at all levels and varying technical abilities

• A successful track record of managing multiple urgent priority issues concurrently

Qué esperamos de usted

Cualificaciones básicas:

● 2 años o más de experiencia proporcionando soporte técnico en un entorno SaaS Enterprise.

● Experiencia previa en gestión de casos desde un sistema de colas/ticketing.

● Capacidad para leer y escribir consultas SQL.

Otras cualificaciones:

● 2 años o más de experiencia en elaboración de informes financieros o soporte para la elaboración de informes financieros.

● Se valorará la experiencia previa con Jupyter Notebooks.

● Se valorará positivamente la experiencia previa en soporte de HCM o ERP, como Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP in situ, Peoplesoft, Kronos o Cornerstone.

● Habilidades interpersonales extraordinarias para gestionar y plantear escalamientos de clientes.

● Sólidas habilidades de comunicación (orales y escritas), ya que tendrá que colaborar con usuarios de todos los niveles y con diferentes habilidades técnicas.

● Un historial exitoso en la gestión simultánea de múltiples cuestiones urgentes y prioritarias.

Postúlate con una versión en inglés de tu CV. Gracias.

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!