Workday Support Analyst (Level 1 / Level 2)

 

Role Overview

We are seeking a Workday Support Analyst to augment our internal HR systems team and help manage a high volume of global support requests. This role will serve as the first point of contact for Workday end users while also providing deeper functional support for more complex issues. The ideal candidate brings strong business context, understands how Workday is used in day-to-day operations, and can translate user needs into effective system support.

Key Responsibilities

Provide ongoing support and maintenance for the Workday platform across multiple functional areas Act as the primary point of contact for Workday questions and training requests from a global, cross-functional user base Manage and triage a high-volume support inbox, leveraging existing knowledge base articles to resolve Level 1 end-user inquiries within established SLAs Partner closely with internal teams to coordinate intake, resolution, and escalation of issues, ensuring timely updates and clear handoffs Diagnose issues, answer advanced functional questions, and escalate complex or system-level issues to the internal Workday team as appropriate Perform regular data audits and cleanup activities to ensure data integrity, identify usage trends, and highlight potential risks Execute mass data uploads and corrections, partnering with internal stakeholders to understand downstream impacts and dependencies Support regular Workday system upgrades, including assisting with test planning, executing test scripts, validating results, and identifying potential risks or issues Contribute to continuous improvement of support processes, documentation, and knowledge base content

Qualifications & Experience

Hands-on experience supporting Workday in a functional or systems support capacity Demonstrated ability to quickly learn organizational processes and dependencies and apply that context when resolving issues and executing changes Strong understanding of HR and/or business processes and how users interact with enterprise systems Experience working in a high-volume support or ticket-based environment, ideally with defined SLAs Ability to communicate clearly and empathetically with end users, translating business questions into system solutions Comfortable moving between Level 1 support and deeper Level 2 functional problem-solving Experience performing data audits, mass uploads, and supporting system testing or upgrades is strongly preferred Prior experience in a consulting, professional services, or fast-paced corporate environment is a plus

What Makes This Role Unique

Exposure to a diverse, global user base within a consulting firm environment Opportunity to build deep Workday functional expertise while supporting real business use cases High visibility role that partners closely with internal HR, IT, and Workday teams