FP&A Customer Support Analyst (Adaptive Planning)



IT, Customer Service
Atlanta, GA, USA
Posted on Wednesday, October 11, 2023

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.

About the Team

The Workday Adaptive Planning Customer Support team provides customers an extraordinary support experience! We engage with customers and partners of all sizes and industries to provide technical support for usage of the Workday Adaptive Planning Product Suite. The suite includes financial, sales, and workforce planning capabilities, data visualizations and reporting, data integrations (ETL tools and APIs), and more.

Our team is comprised of support analysts and engineers with a diverse mix of backgrounds and experiences. We promote Workday’s core values with a strong commitment to our employees.

About the Role

This is not just a role answering questions - it's about digging in and coming up with solutions to a variety of time sensitive, operational critical issues - it's about passion, innovation and excellence in a fast-paced and dynamic organization. Our ultimate goal is to ensure Workday delivers an excellent user experience.

  • You will support customers via calls and emails with a strong focus on timely resolution of issues and customer satisfaction.

  • You will work cross-functionally to coordinate resolution of issues within the support team and the product development team within service level targets.

  • You will guide customers through standard fixes and resolutions.

  • You will manage a queue of multiple high severity/high priority tickets.

  • You will contribute to customer facing knowledge base articles, internal documentation, processes and procedures.

What you can achieve in your first 12 months

  • Documenting and characterizing customer reported software issues and determining resolution and/or workarounds or if an escalation is required.

  • Working with various functional teams to reach problem resolution and track product issues.

  • Escalate product bugs to Support Engineers, track resolutions and communication corrections and workarounds to customers.

  • Development of technical ability through knowledge reuse.

This role will require occasional holiday shift coverage and after hours/weekend shifts. Candidates should be local to Atlanta, GA area, or be able to self-relocate. This role operates in a flex model with at least 50% of time spent in office.

About You

Basic Qualifications

  • 5+ of experience as a Financial Analyst OR 5+ year combination of finance/accounting and customer support experience.

  • Experience supporting a SaaS software solution.

  • Bachelor’s degree OR equivalent work experience.

Other Qualifications

  • Excellent written and verbal communication skills combined with the ability to communicate with users at all levels and varying technical ability.

  • Ability to triage multiple high severity cases and provide resolutions to cases outside of the primary product specialization area.

  • Strong troubleshooting, problem solving and analytical skills. Ability to determine undocumented solutions and workarounds for issues to help unblock customers.

  • Comfortable working with software where there may be some ambiguity in determining solutions and next steps.

  • A self-starter, with the ability to work autonomously to find workarounds and solutions, but knows when to ask for help when blocked.

  • Proficient in Microsoft Excel.

  • Networking certification and/or network troubleshooting experience is strongly desired.

  • Programming, scripting, data integration is a plus.

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.

Workday Pay Transparency Statement - United States

Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!