Sr Associate Technical Support Delivery Analyst (11am - 8pm IST) at Workday in IND.Pune

Job description

• Your work days are brighter here.
• We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it.
• Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive.
• Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul.
• So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.
• About the Role
• About You

Responsibilities

• Case Management: Troubleshoot and resolve functional and technical issues submitted through the customer portal.
• Technical Triage: Identify system bugs and collaborate with Development and Product teams to fix them.
• Consultative Support: Educate customers on how to use specific features to meet their business needs.
• Knowledge Creation: Write and update "Help" articles and documentation for the Workday Community.
• Tactical Configuration: Performing routine administrative tasks that don't require a TAM’s architectural oversight, such as resetting passwords, updating permission sets, or minor CEM text edits.
• Bug Documentation: When a true system error is found, the Support role is responsible for documenting "Steps to Reproduce" for the Engineering team. Creation of RCA (root cause analysis) for critical or high impact tickets.
• Knowledge Base Contribution: Translating solved tickets into "Self-Service" articles so customers can find answers faster next time.
• Location: This position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to self-relocate. Candidates will be expected to work from the office at least 50% of the time. The Analyst will be working Shift 2 (11am - 8pm IST).

Requirements

• Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship.
• Minimum 1 year of experience managing ticketing systems, support queues, or prioritized task workflows.
• Prior experience in the recruiting, staffing, or HR industry preferred
• Strong verbal and written English communication skills
• Demonstrated experience delivering exceptional technical support in a SaaS or technology company
• Strong technology skills, able to quickly learn new software
• Proven ability to handle multiple priorities/projects/accounts at once
• An innate desire to help, understand and find solutions

Skills

Required

• Technical support
• Customer success
• IT operations
• Software administration
• Ticketing systems management
• Support queue management
• Prioritized task workflows