HCM Product Support Analyst, Workday
$76.5-144.2k
Enterprise AI platform for managing HR and finance
Job no longer available
Enterprise AI platform for managing HR and finance
1001+ employees
Job no longer available
$76.5-144.2k
1001+ employees
Company mission
To leverage the power of AI to elevate humans and supercharge work, moving business forever forward.
Role
Who you are
- 2+ years of experience in one of the following:
- SaaS software Product Support or Consulting experience, supporting other functional enterprise software applications
- Working with Workday HCM as a super user or admin
- For a Customer Support Analyst (P3)
- 4+ years of experience in one of the following:
- Solid understanding of case handling processes and escalation procedures
- Ability to balance multiple priorities and demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
- Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
- Excellent analytical skills and ability to come up with solutions / workarounds to complex problems; Passionate about problem-solving and have strong analytical skills
- Ability to collaborate and build strong relationships with customers. A phenomenal teammate who will also build relationships across the organisation to continue improving the way we serve our customers!
- Accustomed to the pressure related to resolution timeframes and priorities that require multitasking
- Love to learn and can optimally absorb new technology and features
- You’re a confident communicator (verbally and in writing), who collaborates with users at all levels and varying technical abilities
- A self-starter with the ability to work autonomously to find workarounds and solutions, but know when to ask for help!
- We run a flexible model which would require Workmates to be in the office at least 50% of the time
What the job involves
- Handle a queue of customer cases, prioritizing issues based on severity and customer impact
- Diagnose and troubleshoot highly technical and sophisticated software issues, lead change, implement solutions, and handle time critical 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
- Contribute to our Knowledge Centered Service by creating Knowledge Articles
- Use your energy, drive, adaptability, and passion to inspire others throughout the company
- Your role is to ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered
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.
The company has also grown through acquisitions and partnerships to broaden its capabilities.. Most recently, in 2025 it purchases Sana, an AI-driven enterprise knowledge and learning platform, to create a "new front door for work". This acquisition allows Workday to integrate Sana's AI-powered search, agents, and learning capabilities with its own data and workflows, allowing employees to access information, automate tasks, and complete their day entirely within Workday.
Through a combination of strategic acquisitions and in-house development, WOrkday has built a comprehensive suite of HR, financial, and enterprise tools. By focusing on innovation and AI-driven workflows, the company continues to push productivity and decision-making for organizations worldwide. Building on this track record, Workday is very much positioned for even more growth, reinforcing its status as a leader in shaping the future of work.
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 HQ
Pleasanton, CA
Leadership
Aneel Bhusri
(Co-Founder & Executive Chair)Annel began his career at Morgan Stanley as a Corporate Finance Analyst. He then spent nearly 6 years at PeopleSoft as a Senior VP before co-founding Workday in 2005, where he has served as the CEO ever since.
Carl Eschenbach
(CEO)Carl joined Workday in 2022 as Co-CEO, becoming CEO in 2024. He has also been a Partner at Sequoia Capital since 2016. Previously, he spent 14 years at VMware as President and COO and 3 years at Inktomi Corporation as the VP of North America Sales.
Peter Bailis
(CTO)Prior to joining Workday in 2025, People was a VP of Engineering at Google. He also previously founded Sisu Data, where he served as the CEO for over 5 years.
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