Technical Support Delivery Analyst, Workday
Workday CLM and CI
Enterprise management cloud platform
Job no longer available
Enterprise management cloud platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To provide an all-in-one management cloud solution for the rapidly changing business requirements of the modern world.
Role
Who you are
- 4+ years of experience in a Technical Support role in SaaS
- Highly collaborative with a team-first mindset; you can work effortlessly and effectively across all departments
- Exceptional communication skills, highly organized, and customer intuitive
- Experience with Support tools and related tools such as Zendesk, Jira, Salesforce, etc
- Experience writing knowledge base articles, ideally in a technical position
- Proficiency in working with REST APIs, including request/response structures, authentication methods, and error handling as well as SSO
- Knowledge and understanding of machine learning algorithms, NLPs, prompt writing, and model training processes
- Experience with Python, deep learning frameworks and LLM frameworks is a plus
- Experience troubleshooting and debugging complex systems
- Knowledge of rest APIs and SSO preferred
- Knowledge of AI and LLMs preferred
- BA/BS degree or higher from an accredited university
What the job involves
- We are on a mission to change how companies interact with their most important legal documents, their incoming and outgoing contracts. We have developed artificial intelligence (AI) algorithms to help companies rapidly and accurately mine contracts for data
- Our AI understands meaning and context in legal language, virtually eliminating the need to screen contracts. It helps companies to organize, understand, and extract data from their contracts
- The Support Team is responsible for providing customer support and service to the Workday CLM and CI customers. We are passionate about customer service, innovation, and excellence. We are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers
- As a Technical Support Delivery Analyst, you will provide technical support to customers and consultants on complex products and applications.
- You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering and Data Science teams, and collaborate with multiple stakeholders through resolution
- The Technical Support Delivery Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered. You will also be a contributor to our Knowledge Center
- Partner with customers to effectively resolve issues through email communications, adapting to fluctuations in the volume of incoming inquiries
- Partner with our product, engineering, and data science teams to identify and diagnose software issues to fix and improve the product experience for our customers
- Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow better
- Create and review articles and FAQs within our Knowledge Center in line with our review process schedule; modify articles as needed to ensure accuracy
- Collaborate with product/engineering teams to become an expert on new features acting as the go-to person for internal and external questions
Our take
Workday is a cloud-based software vendor that provides management of workforces and finances. The company uses a single database for workforce management and financial management to offer integration and optimize business intelligence across companies. It has added to the packages and tools it offers over the years, providing analytic options that allow companies to combine third-party data with information collected by Workday.
Workday has acquired and paired up with many other companies to keep expanding its offering. In 2021, it purchased the employee feedback platform Peakon in response to the growing need for managers to be able to survey workers and collect satisfaction data without face-to-face meetings. The company has also bought and developed many financial tools and HR management tools.
The company’s goal is to provide end-to-end back office services and while there are other providers, such as UKG Pro and Ceridian HCM, Workday’s broad offering helps them to stand out. Though it faced a tough global market in 2023 and has shed some of its headcount, Workday has seen a 6.5% gain in value in the first quarter of 2024. It is now focusing on growth and developing the AI capabilities of its platform. .
Kirsty
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2011
$85m
SERIES F
Apr 2009
$75m
SERIES E
Total funding: $215.3m
Company benefits
- Company equity
- Vision and dental insurance
- Work from home opportunities
- Health insurance
- Virtual primary care
- Flexible time-off policy
- Global mental health resources
- Global dedicated on-site clinical counselors
- Global well-being days
- $25k fertility/family planning benefits
- North Star financial wellness
- Retirement funds and matching
Company HQ
Pleasanton, CA
Leadership
Aneel Bhusri
(CEO)Worked for Morgan Stanley for 3 years and took a Stanford MBA, before spending almost 6 years at Oracle as SVP. Co-founded Workday in 2005 while working as a Greylock Advisory Partner.
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