Manager, Support Platform Engineering at Workday

Warsaw, Woj. Mazowieckie, Poland

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, HR TechIndustries

Requirements

3+ years experience with HCM, Payroll, or Financials ERP application such as PeopleSoft, SAP, Oracle, Salesforce, Tibco, Kronos, Cornerstone, Taleo, or other SaaS and On-Premise ERP systems
5+ years of experience as a people leader / manager of a technical team
4+ years of support experience with technical products, tools, services, or technologies
4+ years of experience with Database and Programming languages (C++, Java, MySQL, Python etc)
Excellent verbal and written communication skills
Able to absorb new technologies and features quickly
Excellent analytical, problem solving, and multi-tasking skills
Can work in a fast paced, dynamic, and fun team environment
Team player who will work across the organization and company to continue improving the way we serve our customers
Develop and foster a career-growth culture for the team

Responsibilities

Manage a team of technical gurus - including holding regular team meetings, regular one on ones, strategizing to scale the team and the organization, balancing workload, and hiring and managing team’s performance
Manage incoming case customer queue and maintain focus on resolving customer issues quickly and effectively in line with our service level agreements
Lead team’s major incidents and escalations
Clearly and succinctly document communications to customers using our issue management system
Responsible for meeting and exceeding your team’s scorecard - composed of KPIs and specific Support metrics for your team
Identify team/region trends and propose solutions
Collaborate with Development, QA and other Technical Engineers and/or leaders to research, identify and validate issue resolutions
Effectively prioritize and escalate individual customer issues as required
Participate in our 24X7 global coverage plan

Skills

Technical Support

Team Leadership

Customer Support

Product Management

Engineering Liaison

Ticket Management

Workday

Cloud applications for finance and HR management

About Workday

Workday provides enterprise cloud applications that focus on finance and human resources for medium to large-sized businesses across various industries. Its main products include Workday Human Capital Management, Workday Financial Management, Workday Adaptive Planning, and Workday Student, which help organizations manage their workforce and streamline financial operations. The software operates on a subscription model, allowing clients to pay a recurring fee based on the number of users and specific modules needed. This model supports continuous updates and improvements to the software. Workday stands out from competitors due to its strong emphasis on customer satisfaction and employee engagement, offering tools like Workday Peakon Employee Voice to enhance workforce experience. The company's goal is to provide essential tools that improve operational efficiency and support businesses in managing their human resources and financial operations effectively.

Pleasanton, CaliforniaHeadquarters

2005Year Founded

$209.4MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Flexible Work Hours

Hybrid Work Options

Performance Bonus

Stock Options

Professional Development Budget

Conference Attendance Budget

Risks

Emerging HR tech startups like Buk could challenge Workday's market share.

Dependency on third-party platforms like Udemy may complicate service delivery.

Strategic shifts under new leadership could disrupt existing customer relationships.

Differentiation

Workday is a leader in cloud-based HCM and ERP solutions for large enterprises.

The company offers a subscription model ensuring steady revenue and continuous software updates.

Workday's focus on employee engagement tools like Peakon sets it apart in the market.

Upsides

Increased demand for cloud HCM solutions boosts Workday's market potential.

AI-driven analytics enhance Workday's financial management offerings with predictive insights.

Workday's partner ecosystem expansion, like with MetLife, opens new customer opportunities.

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