Sr. Salesforce Business Systems Analyst (global Customer Support)

Sr. Business Systems Analyst

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 Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the systems and tools used by both Workday's customer support and its customers. We are a diverse group of product operations specialists with varied experiences and backgrounds. Our team is committed to Workday's core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun!

About the Role

As a Sr. Business Systems Analyst, you will be a key contributor to our team, working within a dynamic environment to understand and document the business needs of our Customer Support organization. You will partner closely with stakeholders across Customer Support, Business Technology, and Product teams to not only analyze current processes and identify opportunities for system and tool enhancements, but also implement new technologies. You will be responsible for translating business requirements into clear and actionable system specifications to improve efficiency and the overall support experience. This is an excellent opportunity for a motivated individual to learn and grow within a critical function of our company.

Key Areas of Responsibilities:

• Work closely with Customer Support stakeholders to understand their business needs and challenges within specific areas
• Elicit, document, and validate business and system requirements using various techniques such as interviews, workshops, and user stories.
• Analyze existing customer support systems and processes to identify basic gaps and inefficiencies.
• Translate business requirements into clear and concise documentation, including business requirements documents, user stories, process flows, and basic data diagrams.
• Collaborate with technical teams to ensure a clear understanding of the documented requirements.
• Support user acceptance testing (UAT) efforts to ensure system changes meet the defined business needs.
• Maintain accurate and up-to-date documentation.
• Assist in troubleshooting and triaging reported system issues.
• Participate in team meetings and provide regular updates on progress.

About You

Basic Qualifications:

• 9+ years Business Analyst experience, preferably supporting enterprise-sized organizations.
• 5+ years experience working with Salesforce.com Service Cloud.
• Bachelor degree, or equivalent experience, and relevant working experience.
• Ability to analyze system flows and data concepts.
• Good communication and interpersonal skills with the ability to interact effectively with various customers.
• Ability to learn quickly and take ownership of work you're doing.
• Basic understanding of process mapping and documentation.

Other Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Experience with specific CRM or support platforms (e.g., Salesforce Service Cloud, Zendesk).
• Familiarity with agile development methodologies.
• Experience with tools for documentation and collaboration (e.g., Confluence, Jira).
• Previous experience in a customer support role 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.

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