This listing was posted on Professional Diversity Network.
HCM Application Support Analyst (Japanese speaking)
Location:
Auckland
Description:
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 Workday AI 500 10,000 About the Role As a HCM Support Analyst, you will provide technical support to customers and consultants on complex products and applications. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through to resolution. The Technical Support Delivery Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations.Our customers rely on our team all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverageWhat would you do all day?Handle a queue of application support cases, prioritizing issues based on severity and customer impactSolve complex problems, drive change, and implement solutionsHandle time critical escalated issuesWork with Support team, Product Managers, QA, and Development to identify solutions or workaroundsBalance ownership of existing case load while solving new issuesMaintain your knowledge of new functionality and compliance changesRegularly contribute to knowledge base (KCS) to improve resolution effectivenessUse your energy, drive, adaptability, and passion to inspire others throughout the companyTake part in our 24/7 Global Support Shifts About You Basic Qualifications3+ years of work experience; ideally B2B customer service/ support relatedIt is essential to be bilingual in Japanese and English (Fluency in Speaking, Reading and Writing required)Other QualificationsExperience providing technical support for software and environment issues for enterprise software applications will be helpful (eg SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone)Experience in Compensation, Talent Management or HCM solution will be advantageousYou're a confident communicator (verbally and in writing), who collaborates effectively with users at all levels and varying technical abilities.Excellent analytical and problem solving skills.A successful track record of managing multiple urgent priority issues concurrentlyDemonstrate initiative, flexibility and provide complete follow through on areas of responsibility.Solid understanding of case handling processes and escalation procedures.Working ModelThis role operates in a flex model with at least 50% of time spent in office.As the role is supporting customer in Japan, this role will require the person to work a later shift 11:30am to 8pm in winter (April to September) 12:30pm to 9:00pm in summer (October to March)Please apply with an English version of your CV. Thank you. 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!
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