Your work days are brighter here.

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 when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. 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. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

The Systems, Operations, and Analytics (SOA) team within the Customer Experience (CX) organization drives operational excellence and data-driven insights. They design, implement, and manage CX systems and processes, monitor system performance, identify risks, develop data analytics strategies, and provide insights to leaders. The team consists of system architects, business system analysts, and business analysts. They work on projects like implementing new software solutions, real-time analytics development and reporting, and automating processes. The SOA team aims to improve operational efficiency, reduce costs, increase customer satisfaction, enhance decision-making, and provide a competitive advantage.

Información sobre el equipo
El equipo de Sistemas, Operaciones y Analítica de la organización de Experiencia del Cliente (CX) impulsa la excelencia operativa y los conocimientos basados en datos. Diseñan, implementan y gestionan sistemas y procesos de CX, supervisan el rendimiento de los sistemas, identifican riesgos, desarrollan estrategias de analítica de datos y proporcionan información a los líderes. El equipo está formado por arquitectos de sistemas, analistas de sistemas empresariales y analistas de negocios. Trabajan en proyectos como la implementación de nuevas soluciones de software, el desarrollo de análisis e informes en tiempo real y la automatización de procesos. El objetivo del equipo de Sistemas, Operaciones y Analítica es mejorar la eficiencia operativa, reducir costos, aumentar la satisfacción del cliente, mejorar la toma de decisiones y proporcionar una ventaja competitiva.

About the Role

We are looking for a Senior Associate Business System Analyst to help manage software tools that are used in CX, primarily Smartsheet.  Using program management methodologies, this role will lead weekly calls with internal stakeholders, including creating the agenda, facilitating discussion and providing follow up notes and action items.  You will be the primary point of contact for the Smartsheet case queue and will regularly monitor cases and provide regular reports on case metrics and trends.  The role will also grow over time to support other tools in CX.

Responsibilities

• Lead weekly Smartsheet calls with stakeholders.  Tasks include meeting prep/agenda, facilitation, post-meeting notes distribution

• Manage the case queue for Smartsheet questions and requests, with a 2-hour first response expectation and case resolution within 24 hours

• Monitor channels for requests for Smartsheet help (slack, email) and guide requestors to getting help

• Prepare Smartsheet case metrics and trend reports on a weekly basis

• Update and maintain Smartsheet overview and process content 

• Work with internal organizations (Business Technology, Professional Services Operations)  to manage Smartsheet operations and case activity.  

• Build Smartsheet knowledge and skills leveraging internal and external resources (Smartsheet University)

Información sobre la función

Estamos buscando analista asociado sénior de procesos de negocios para ayudar a gestionar las herramientas de software que se utilizan en CX, principalmente Smartsheet.  A través de metodologías de gestión de programas, en esta función, se dirigirá las llamadas semanales con las partes interesadas internas, incluida la creación de la agenda, facilitando el debate y proporcionando notas de seguimiento y elementos de acción.  Esta persona será el principal punto de contacto para la fila de casos de Smartsheet y deberá supervisar regularmente los casos y proporcionar informes periódicos sobre las métricas y tendencias de los casos.  La función también crecerá con el tiempo para brindar soporte sobre otras herramientas de CX.

Responsabilidades:

• Dirigir las llamadas semanales de Smartsheet con las partes interesadas.  Las tareas incluyen la preparación y la elaboración de la agenda de las reuniones, la facilitación y la distribución de notas posterior a las reuniones.
• Gestionar la fila de casos para ocuparse de preguntas y solicitudes de Smartsheet, con una expectativa de primera respuesta en 2 horas y resolución de casos en 24 horas.
• Supervisar los canales para verificar si hay solicitudes de ayuda en Smartsheet (Slack, correo electrónico) y guiar a los solicitantes para que obtengan ayuda.
• Preparar informes semanales sobre tendencias y métricas de casos de Smartsheet.
• Actualizar y mantener resúmenes y contenido de procesos de Smartsheet. 
• Trabajar con organizaciones internas (Tecnología de Negocios, Operaciones de Servicios Profesionales) para gestionar las operaciones de Smartsheet y la actividad de los casos.  
• Desarrollar los conocimientos y habilidades de Smartsheet aprovechando los recursos internos y externos (Smartsheet University).

About You

Basic Qualifications

• 3+ years of professional experience managing and monitoring cases with Smartsheet (or other case management tools)

• 3+ years experience Managing Smartsheet operations with internal partners

• 3+ years program management experience, including meeting facilitation, documentation, post-meeting follow-up communications

 

Other Qualifications:

• Ability to work independently, with minimal supervision

• Collaborative mindset, able and willing to work with other groups to achieve goals

• Strong sense of ownership and accountability

• Excellent interpersonal skills and the ability to effectively collaborate with geographically distributed teams

• Ability to present complex information clearly and concisely to both technical and non-technical audiences

• Demonstrated ability to plan, schedule, and manage stakeholder discussions

• Attention to detail, ability to manage case requests and follow up in Salesforce cases

At Workday, we believe every potential recruit brings value to the table. Believe you are missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and are happy to teach. So however you identify and whatever background you bring with you, apply and see what we are all about.

Qué esperamos de usted

Cualificaciones básicas

• 3 años o más de experiencia profesional en gestión y el seguimiento de casos con Smartsheet (u otras herramientas de gestión de casos).
• 3 años o más de experiencia en gestión de operaciones de Smartsheet con partners internos.
• 3 años o más de experiencia en gestión de programas, incluida la facilitación de reuniones, la documentación y las comunicaciones de seguimiento posteriores a las reuniones.

 

Otras cualificaciones:

• Destreza para trabajar de forma independiente, con supervisión mínima.
• Mentalidad colaborativa, capacidad y disposición para trabajar con otros grupos para alcanzar objetivos.
• Fuerte sentido de participación y responsabilidad.
• Excelentes habilidades interpersonales y destreza para colaborar eficazmente con equipos distribuidos geográficamente.
• Destreza para presentar información compleja de forma clara y concisa a un público tanto técnico como no técnico.
• Destreza demostrada para planificar, programar y gestionar debates con las partes interesadas.
• Atención al detalle, destreza para gestionar las solicitudes de casos y realizar el seguimiento en los casos de Salesforce.

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!