Business Systems Analyst

Job Code : EWC - 1574

Title: Business Systems Analyst

Location: Pleasanton, CA or Atlanta, GA or Austin, TX (Hybrid, 2 days onsite per week) 

Duration: 10 months with possible extensions.

About the Team

• The Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the systems and tools used by both Workday’s customer support and its customers. We are a diverse group of product operations specialists with varied experiences and backgrounds. Our team is committed to Workday's core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun!

About the Role

• As a Business Analyst, you will work within a global team, spanning various time zones and ensure excellent customer service. In this role, you will partner closely with our internal Business Technology group and our Support teams to maintain and enhance our systems and tools largely powered by Salesforce.com. We need a self-starter who can learn quickly, drive deliverables, and take pride in ensuring that the customer and analyst experience is kept at the forefront at all times.

Key Areas of Responsibilities:

• Reimagine how customer support can improve customer experience and identify opportunities for technology improvements that lead to best-in-class customer service
• Plan, prioritize and lead the delivery of systems on the Support roadmap to meet Support strategy and business needs.
• Assume role of product owner in scrum team(s) ensuring business requirements documentation, user story readiness, backlog grooming, user acceptance testing and release planning
• Work and collaborate cross functionally with business technology, environments, services, and product teams to prioritize requirements and define the delivery roadmap.
• Troubleshoot and triage reported system issues and work with the business and business technology to find viable solutions and facilitate resolution of issues.

Basic Qualifications

• 3+ years Business Analyst experience, preferably supporting enterprise-sized organizations.
• 2+ years’ experience working with Salesforce.com Service Cloud.
• 1+ year experience with agile development processes.
• Ability to be flexible, multi-task and get things done in a fast-paced and constantly changing environment.
• Previous experience providing technical/customer support.

Other Qualifications

• Bachelor’s degree, or equivalent, and relevant working experience.
• Familiarity with Coveo and Adobe Experience Manager (AEM) is a plus.
• Salesforce certification is a plus.
• Proficiency with JIRA and Confluence a huge plus