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Workday Education Operations Analyst more...
Location:Pleasanton, CA
Company:Workday
First posted:June 12, 2017
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Join our team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

Job Description

As a Workday Education Operations Analyst , you'll be a self-starter in your own right, good at managing multiple projects and tasks, while ensuring excellent customer service. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to successfully manage their Workday training.  You will collaborate with several teams across Workday to ensure that Workday Education is in alignment and contributing to an excellent customer experience.  You'll be technically savvy and customer focused, becoming an expert at manipulating the Learning Management System (LMS) and develop a deep understanding of the various portals our end users utilize to gain access to our systems.  You'll take Workday's core value of Customer Service to the next level; continually looking for ways to measure and improve the customer experience.

Your responsibilities:

  • Assume ownership of various programs; Understand business drivers, identify opportunities for innovation, and develop a system for measuring success.

  • Gain a concrete understanding of Workday Educations business, the various audiences, and drivers behind the business.

  • Work within a global team, spanning various time zones. Be able to learn from your peers as well as conduct independent investigation.

  • Partner and collaborate with other Workday organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.

  • Develop a deep understanding of Workday's training offerings; be consultative with our customers, partners,  and other internal teams.

  • Contribute to the evolution and development of training support.  Regularly assess, communicate and report on case types and overall user experience. We'll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience.  You will design and drive process improvement around supporting our customers, partners, and internal users.

  • Responsible for managing the Education Portal(s) hosted on (please use the apply button below); become a subject matter expert on the integrations between SFDC and the LMS and partnering with IT on enhancements.

  • Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries.  Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.

  • In the course of resolving cases, you will be required to manipulate the Learning Management System (LMS), have a good understanding of our policies and be comfortable reconciling accounts.

  • Define and manage multiple projects that focus on process improvements, automation, and/or self-sufficiency.

  • Establish yourself as an expert user of our Learning Management System (LMS), including enrollment support, administration, reporting and troubleshooting.

  • Become a utility player within Education Operations and be able to flex job priorities as the business demands.

  • Provide varied back-up support to for the Education Operations team.

About You

You thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitments. You should be passionate about the quality of what you do with an intense desire to continue to make everything you are involved in better. You should be driven by maintaining a high level of productivity and be passionate about problem solving.  You should also be ready to work hard but have a lot of fun doing it!

  • 3-5+ years of experience in project/program management or operations role equivalent, preferably in a learning/education environment.

  • Ability to learn technology quickly through instruction and self-training.

  • A passion for leveraging technology to streamline process.

  • A proven ability to independently manage projects and attain buy-in and sign off from stakeholders.

  • Knowledge of e-learning technologies and blended learning deployment strategies is required.

  • Strong at driving and executing on logistics

  • Ability to multi-task fluidly across product lines as an initial line of support

  • Excellent problem solving skills

  • Ability to be flexible and adapt to a changing environment

  • Ability to thrive in a fast paced work environment and collaborate within a global team

  • Excellent at building relationships across teams to meet team goals and align with business objectives

  • Ability to apply a systems thinking approach

  • Ability to apply Big Picture concepts to your role and work

  • Ability to be a utility player and fill in where the business demands

  • Bachelor degree, or equivalent and relevant working experience are required. Master's degree preferred.

Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

About Workday

Workday is a leading provider of enterprise cloud applications for finance and human resources. Founded in 2005, Workday delivers financial management, human capital management, and analytics applications designed for the world's largest companies, educational institutions, and government agencies. Organizations ranging from medium-sized businesses to Fortune 50 enterprises have selected Workday.

Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

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