Principal Business Systems Analyst, Customer Support

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 Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the mission-critical systems and tools used by Workday's global customer support organization and its customers. We are a diverse group of product operations specialists with varied experiences and backgrounds, committed to driving strategic technological advancements that enable best-in-class customer service. Our team is deeply aligned with Workday's core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun!

About The Role

As a Principal Business Systems Analyst, you will be a strategic leader within our global team, shaping the future of our customer support technology landscape while also driving the successful delivery of complex system initiatives. You will be responsible for envisioning, defining, and leading the end-to-end delivery of significant system solutions that significantly enhance the efficiency, effectiveness, and overall experience of both our support teams and our customers. You will partner closely with senior leadership within Business Technology, Support, Product, and other key organizations to develop and execute a long-term systems strategy that aligns with Workday's overarching customer support and business objectives, and you will be instrumental in ensuring the timely and high-quality execution of that strategy. You will be a thought leader in identifying opportunities for innovation and optimization across our support ecosystem, leveraging your deep understanding of industry best practices and emerging technologies, and you will be accountable for guiding projects from initiation to successful completion.

About You

Basic Qualifications:

• 10+ years of progressive Business Analyst experience, with a significant focus on supporting large, global enterprise-sized organizations and a proven track record of successfully delivering complex system projects.
• 5+ years of deep and demonstrable experience working with and architecting solutions within Salesforce.com Service Cloud and leading Salesforce implementation projects.
• 5+ years of experience leading complex, cross-functional system implementation projects using agile methodologies with a strong understanding of project management principles.
• Proven ability to think strategically, analyze complex issues, develop innovative solutions, and effectively manage project delivery lifecycles.
• Exceptional communication, presentation, and interpersonal skills with the ability to influence stakeholders at all levels, including senior leadership, and effectively communicate project status and risks.
• Demonstrated ability to work independently, drive initiatives, manage ambiguity, and lead project teams to successful outcomes.

Other Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent relevant working experience.
• Deep understanding of the architecture and integration capabilities of platforms like Coveo and Adobe Experience Manager (AEM).
• Salesforce certifications (e.g., Certified Administrator, Service Cloud Consultant, System Architect) are highly preferred.
• Expert proficiency with collaboration and project management tools such as JIRA and Confluence with a strong understanding of project tracking and reporting capabilities.
• Experience with data modeling, data warehousing concepts, and business intelligence tools is a strong plus.
• Prior experience in a leadership or mentoring role within a Business Analysis team with responsibilities for project oversight and guidance.
• Familiarity with emerging technologies relevant to customer support (e.g., AI, machine learning, advanced analytics).

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!