Salesforce Business Analyst / Process Analyst

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 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. At Workday, we value our candidates' privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers.

Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not.

In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.

At Workday, we're committed to bringing passion and customer satisfaction to the business of enterprise applications. Workday Education's mission is to create a phenomenal student and instructor experience globally. Our Operations team plays a critical role in supporting customers, partners and employees by delivering excellent customer service using innovative approaches, processes and systems.

As a Business Process Analyst on the Support & Enablement Team, you'll be a self-starter, good at prioritizing multiple inquiries and tasks. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to optimally run their Workday training. You will collaborate with several teams across Workday to ensure that Workday Education is in alignment and giving an excellent customer experience. You'll take Workday's core value of Customer Service to the next level; continually looking for ways to measure and enhance the learner experience!

Contribute to various support initiatives or projects. Follow a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.

Resolution may include in-depth analysis, troubleshooting, and working multi-functionally.

In the course of resolving cases, you will be comfortable working within the Workday Learning center, understanding of our policies, be comfortable reconciling accounts, customer calls, and providing training recommendations.

Contribute to the evolution and development of training support. Regularly assess, communicate and report on case types and overall user experience. We'll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience. Responsible for understanding the Education Portal(s) hosted on Salesforce.com; including the integrations between SFDC and the Workday Learning Center.

You're passionate about the quality of what you do with a driven desire to continue to make everything you are involved in better.

Ability to learn technology quickly through instruction and self-training.

Ability to wear different hats and fill in where the business demands.

Knowledge of e-learning technologies and blended learning deployment strategies is required.

Excellent at forming relationships across teams to meet team goals and align with business objectives.

5+ years of hands-on experience with a Learning Management System, Salesforce, JIRA

• 5+ years experience supporting customers directly through tickets, cases, etc.
• Bachelor degree, or equivalent and relevant working experience are required.

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!