People. As a valuable member of the End User Services Team, you will play a pivotal role in analyzing, designing, implementing, and supporting systems solutions to advance our objectives. Identify business needs and problems: Work with stakeholders to identify areas of the organization where improvements can be made. This may involve gathering and analyzing data, conducting market research, and consulting with experts. Develop solutions: Work with stakeholders to develop solutions that address t... more details
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
Join our team and experience Workday!
It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun!
We are seeking an experienced Business Systems Analyst (BSA). The BSA position is responsible for leading small-medium initiatives end-to-end, analyzing business processes, determining requirements, and utilizing best practices to determine how to implement those requirements. The position will work closely with business partners to understand business processes, goals and gaps in addition to with Business Technology development teams and other business analysts in the planning, prioritization, design, development and deployment of new projects & system enhancements. This position will also be responsible for creating, developing and maintaining automation workflows for a chat bot application,understanding areas for improvement and gaps analysis to improve chat responses.
About the Role
People
As a valuable member of the End User Services Team, you will play a pivotal role in analyzing, designing, implementing, and supporting systems solutions to advance our objectives.
Identify business needs and problems: Work with stakeholders to identify areas of the organization where improvements can be made. This may involve gathering and analyzing data, conducting market research, and consulting with experts.
Develop solutions: Work with stakeholders to develop solutions that address these needs and meet the desired objectives. This may involve creating business plans, identifying new technology or systems that could be implemented, or developing new processes or procedures.
Communicate with stakeholders: Effectively communicate findings and recommendations to a variety of stakeholders, including business leaders, customers, and technical experts. This may involve presenting data and reports, leading meetings, or writing detailed documents.
Provide ongoing support: Work with stakeholders to provide ongoing support and ensure that the solution is meeting the desired objectives. This may involve tracking performance metrics, identifying any issues or challenges, and making recommendations for further improvements.
Familiar with Service Now, Nexthink and JIRA platforms to gather data to perform analysis regarding SLA and MTTR. Identify trends, gaps and opportunities for improvements and automation driven initiatives.
Ability to create ad-hoc reports, dashboards and visualizations to help others understand business performance is a plus
Analyze process issues and bottlenecks to make improvements
Communicate and validate requirements with relevant stakeholders
Drive process automation improvements within the chat bot platform by providing data insights.
Process
Understand high level project vision and the business needs, be able to drill down to each business function by gathering information and translating business requirements into functional/technical requirements;
Create and maintain clear/concise documentation and runbooks for processes and policies within the End User Services organization.
Formulate value-added business solutions to system/functional improvements and present recommendations to management , supervisors, and colleagues.
Strong collaboration skills and the ability to work effectively in a team environment.
Strong ability to problem-solve, design, and implement solutions.
Analyze chat bot deflection workflows, identify gaps and make recommendations to improve deflection.
Other duties and responsibilities as assigned
Technology
Superior analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
Responsible for translating the collected automation analysis and proposing design options for improvement
Ability to manage, prioritize, and successfully execute multiple tasks concurrently with minimal supervision
Proficient in Service Now, Nexthink and Jira platforms to analyze ticket SLA metrics
Proficient with spreadsheet, project plan and presentation software
Perform business analysis for as-is state of the system and develop roadmap for improving end-user experience
Detail-oriented with a focus on producing high-quality deliverables
About You
Basic Qualifications
Exceptional organizational, documentation, written and verbal communication skills.
Experience with drafting use case scenarios, and test cases.
Experience with charting and charting tools for the creation of swim lanes diagrams, process flow diagrams, data flow diagrams, etc.
Experience with chat bot in regards to designing workflows and analyzing metrics.
User training and user acceptance testing experience.
Bachelor’s degree in Information Management, Computer Science, Business/Public Administration or any closely related field.
At least 3 years’ experience performing business systems analysis, preferably with at least one year lead role experience in managing IT related projects.
An equivalent combination of experience, education and training will be considered.
Other Qualifications
Proven customer service experience and inviting personality.
Proven communication, presentation, and influencing skills.
Strong problem solving and critical thinking skills.
Knowledge of Aisera and Moveworks or equivalent.
Workday Pay Transparency Statement
The annualized base salary ranges for the primary location and any additional locations are listed below. 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.
Primary Location: USA.CA.Pleasanton
Primary Location Base Pay Range: $108,600 USD - $162,800 USD
Additional US Location(s) Base Pay Range: $85,600 USD - $162,800 USD
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.
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!
