Technical Support Delivery Analyst - Time Tracking and Absence, Dublin 1
Client:
Workday Limited
Location:
Dublin 1, Ireland
Job Category:
Other
EU Work Permit Required:
Yes
Job Reference:
d4f0d489e9f0
Job Views:
79
Posted:
21.01.2025
Expiry Date:
07.03.2025
Job Description:
About the Role
As a Time Tracking and Absence Support analyst, you will become highly knowledgeable about the Workday product and various technologies we use to 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 until resolution. 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?
1. Handle a queue of Time Tracking and Absence cases, prioritizing issues based on severity and customer impact.
2. Solve complex problems, drive change, and implement solutions.
3. Handle time-critical escalated issues.
4. Work with Product Managers, QA, and Development to identify solutions or workarounds.
5. Balance ownership of existing case load while solving newly discovered issues.
6. Maintain your knowledge of new functionality and compliance changes.
7. Use your energy, drive, adaptability, and passion to inspire others throughout the company.
8. Participate in our 24/7 Global Support.
About You
Basic Qualifications
1. 3+ years in one of the following:
2. Time Tracking or Absence software support.
3. Functional experience in Time Tracking or Absence.
4. Customer Support experience, providing software support for other functional enterprise software applications.
5. Functional systems administration experience supporting software systems and solutions.
6. Successful completion of a relevant technical training program, such as Year Up, or equivalent education/experience.
Other Qualifications
1. Demonstrated ability to support or implement Time Tracking or Absence solutions.
2. Ability to engage and coordinate multiple teams to identify and raise the importance of critical issues to obtain expedited outcomes.
3. Ability to balance multiple priorities and communicate across diverse teams within the organization.
4. Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities.
5. Solid understanding of case handling processes and escalation procedures.
6. Additional experience in one or more of the following areas: Payroll, Human Capital Management, Compensation, Benefits.
7. Fluent in multiple languages (German or French preferred).
8. Prior experience with Knowledge-centered service (KCS).
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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