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

This is not “just another” customer service role. We are financials experts!

Workday’s Financials and Spend domains have a broad range of high-demand products, each packed with its own set of forward-thinking features to ensure our customers meet their everyday requirements. From Expenses to Business Assets, Procurement to Financial Accounting and much more, we are there to support our customers in all their financial needs. However, we do not stop there.

Behind every extraordinary product is an outstanding team. Our financials experts don’t just deliver customer service; we deliver the Workday Experience.

At Workday, both Employee and Customer happiness is fundamental.

Información sobre el equipo
Los equipos de Servicio al Cliente de Workday están motivados por la pasión por nuestros productos y el éxito de la experiencia de usuario de nuestros clientes. Somos un grupo diverso de personas, con una valiosa combinación de experiencias y formación, y tenemos presencia en todo el mundo.

Promovemos los valores fundamentales de Workday, y nuestros empleados ocupan el primer lugar. Por ello, ofrecemos horarios de trabajo flexibles, favorecemos que siga la trayectoria profesional que desee para alcanzar objetivos profesionales y personales, fomentamos el equilibrio y el bienestar entre el trabajo y la vida personal, y estamos orgullosos de defender la igualdad de oportunidades para todos.

Buscamos a alguien creativo con gran deseo de aprender, apoyar a sus compañeros y pasarla bien.

About the Role

As a Technical Support Delivery 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 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, until an acceptable solution is delivered.

We work with a mix of customer use-cases as we cover multiple financial modules globally. Success in this role relies on determining where to take action and who to involve to get the best and most time efficient outcomes. Balancing multiple issues with competing priorities will become second nature. No two days are the same, so if you are looking for a fast paced, collaborative role where you will be consistently challenged while growing, learning and developing, this is a phenomenal fit.

What would you do all day?

Handle a queue of financial support cases, prioritizing issues based on severity and customer impact

Work through exciting problems, motivate change and implement solutions

Handle time critical issues

Build solid relationships with our customers

Collaborate with Product Managers, Quality Assurance, and Development to determine solutions or workarounds

Balance ownership of existing case load while troubleshooting newly discovered issues

Maintain your knowledge of new functionality and compliance changes

Maintain certifications and training as required for the role

Get involved with initiatives, councils and projects that inspire your passion in support

Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company

Work schedule for this role is Monday - Friday from Noon - 9pm Costa Rica time

Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World) which includes weekends and holidays coverage

Key Responsibilities:

Understand and support our customers in the following areas:

Supplier Management

Requisitions, Procurement & Receipts

Payment Processing

Document Management (OCR, Machine Learning, Email Ingestion)

Tax, Audit & Compliance

Delivered Integrations

Reporting (Accounts Payable, Suppliers, Procurement)

Expense Processing

Información sobre la función

Como analista de prestación de soporte técnico, brindará soporte técnico a clientes y consultores para productos y aplicaciones complejas. Diagnosticará y solucionará problemas de software altamente técnicos y sofisticados, informará problemas operativos/defectos de productos a los equipos de ingeniería y colaborará con múltiples equipos para lograr una resolución. El analista de prestación de soporte técnico también deberá garantizar una excelente experiencia del cliente a través de una comunicación sólida y oportuna sobre el estado de los problemas y las escalaciones, hasta que se brinde una solución aceptable.

Trabajamos con una variedad de casos de uso de clientes, ya que abarcamos múltiples módulos financieros a nivel global. El éxito en esta función radica en determinar dónde intervenir y a quién involucrar para obtener los mejores resultados en el menor tiempo posible. Deberá acostumbrarse a gestionar múltiples problemas con prioridades contrapuestas. Cada día es diferente, así que si busca una función dinámica y colaborativa, en la que se planteen desafíos constantemente y pueda crecer, aprender y desarrollarse, este es el puesto ideal.

¿En qué ocuparía su día?

Gestionar una lista de casos de soporte financiero, priorizando los problemas según su gravedad y el impacto en el cliente.Resolver problemas apasionantes, motivar el cambio y aplicar soluciones.Gestionar los problemas en los que el tiempo es un factor crítico.Establecer relaciones sólidas con nuestros clientes.Colaborar con los gerentes de Producto, Control de Calidad y Desarrollo para buscar soluciones o alternativas.Equilibrar la responsabilidad de la carga de casos existentes y el tiempo que se dedica a resolver los problemas que van apareciendo.En mantener actualizado su conocimiento de las nuevas funcionalidades y cambios en el cumplimiento de la normativa.Actualizar las certificaciones y la capacitación necesarias para la función.Participar en iniciativas, consejos y proyectos que inspiren su pasión por brindar asistencia.Utilizar su energía, motivación e ingenio para alentar, guiar y orientar a los demás en toda la empresa.El horario de trabajo para esta posición es de 12 mediodía a 9 P.M hora de Costa Rica. Participar en los turnos rotativos registrados como parte de nuestra asistencia global 24 horas al día, 7 días a la semana (asistencia en todo el mundo), que incluye la atención durante fines de semana y días festivos.

Responsabilidades clave:
Comprender y brindar asistencia a nuestros clientes en las siguientes áreas:

Gestión de proveedores.

Requerimientos, compras y recepciones.

Procesamiento de pagos.

Gestión de documentos (OCR, aprendizaje automático, consumo de correos electrónicos).

Impuestos, auditoría y cumplimiento.

Presentación de informes (cuentas por pagar, proveedores, compras).

Procesamiento de gastos.

About You

Basic Qualifications

3 years of experience with SaaS Financial Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting environment

Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities

Ability to read and analyze log files

Basic experience or exposure to API client (SoapUI, Test Studio, and/or Postman/Bruno)

Basic knowledge or previous experience with Object Oriented Programming Languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)

Other Qualifications

A strong level of familiarity with procure to pay terminology and business processes relevant to the role

Bachelor's degree in Supply Chain or related field, or equivalent work experience

Experience building internal and/or external facing documentation (Knowledge Article experience a plus)

Previous experience with health monitoring tools is an advantage

Previous experience using and writing SQL basic queries is an advantage

Qué esperamos de usted

Calificaciones básicasContar con 3 años de experiencia con software empresarial SaaS (por ejemplo, SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en sitio, Peoplesoft, Cornerstone o una aplicación similar) en un entorno de soporte, implementación o consultoría.Conocimientos básicos o experiencia previa con lenguajes de programación orientados a objetos (por ejemplo, Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift o similares).Experiencia básica con clientes de API (como SoapUI, Test Studio o Postman/Bruno).

Otras calificacionesComunicarse con seguridad (de forma oral y escrita), ya que tendrá que colaborar con usuarios de negocios y compañeros en todos los niveles y con diversas habilidades técnicas.Destreza para leer y analizar archivos de registro.Un buen nivel de conocimiento sobre la terminología y los procesos operativos relacionados con el ciclo de compra a pago, relevantes para la función.Título universitario en Cadena de Suministro o campo relacionado, o experiencia laboral equivalente.Experiencia en la compilación de documentación interna o externa (se valorará la experiencia en artículos de conocimiento).Se valorará la experiencia previa con herramientas de monitoreo.Se valorará la experiencia previa en el uso y redacción de consultas SQL básicas.

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!