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Workday Support Analyst - 12 month FTC

BDO

Gatwick, West Sussex, United KingdomOn-site

About the role

TL;DR

This 12-month fixed-term role provides first- and second-line support for Workday HCM, Finance and PSA, handling tickets through ServiceNow and resolving queries for the business. You’ll create user guides, coach People, Culture & Purpose, Finance and PSA teams to self-serve, and support BAU tasks, testing and projects. Previous business support experience and a ticketing system such as ServiceNow are required; practical Workday experience is desirable.

The Workday Support Analyst will work as part of the wider Workday Team on the day-to-day management and support of Workday and related systems, reporting to the Workday Support Team Manager. This includes taking ownership of query resolution in response to tickets raised to the team via Service Now as well as supporting the team with communications, BAU, continual process improvements and enhancements and support on Development Team led projects when appropriate.

Principal Accountabilities

  • Providing day to day support of 1st and 2nd tier support to the business for queries in relation to Workday HCM, Finance and PSA

  • To support the creation and maintenance of the technical help available, including user guides, knowledge articles and journeys

  • Assist with the support of the People, Culture & Purpose, Finance and PSA functional teams who are hands on with the system, coaching them to self-serve rather than resolving queries for them

  • To work collaboratively with the Workday Product Development Teams

  • To work with Service Now to ensure issues are resolved satisfactorily and in a timely manner

  • To assist with system BAU tasks

  • To support Workday Product Teams with system testing and project support where agreed and appropriate

  • To escalate issues which require further support from other team members and / or Workday Product Teams as required

  • Ensure any changes to access, process or configuration are implemented accurately and follow the agreed change management process

You'll be someone with

  • Strong verbal and written communication skills

  • Strong attention to detail

  • A commitment to deliver high-quality and consistent support across the full Workday product suite

  • A desire to learn and develop

  • A strong commitment to collaboration and knowledge sharing

  • Previous experience of providing support to a business or function

  • Experience of using Service Now or a similar ticketing system

  • Ability to prioritise workload and provide timely follow-up and resolution

  • Ability to accurately collect information in order to understand and assess the clients’ needs and situation

  • Previous practical experience with Workday desirable

Apply

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