Workday Support & Help Analyst

First things First: Who are we? 

Twice the size of our next largest competitor, First Student is the leading school transportation solutions provider in North America. Every day, we complete 5 million student journeys, moving more passengers than all U.S. airlines combined. With a team of highly trained drivers and the industry’s strongest safety record, First Student delivers reliable, quality services including full-service transportation and management, special-needs transportation, route optimization, scheduling, maintenance, and charter services for 1,100 school districts. 

About this role:

The Workday Support and Help Analyst role involves ensuring that cases are being managed within the Workday Helpdesk system across North America. You will provide technical assistance to users on the Workday system, including configuration and troubleshooting. Manage cases and identify the extent of complex issues, categorize "like" issues, assign Tier complexity, and identify the best help specialist for each user, using case management. Deliver a remarkable responsive experience for both employees and case solvers.

Major Responsibilities:

• Provide support and peer-to-peer coaching for the Analyst position.
• Be the SME on the Workday Case Management System.
• Collaborate with Functional Leads to continuously improve the user experience.
• Appropriately identify and categorize help tickets. Assign tickets or assume responsibility to the appropriate SME to resolve the issue.
• Create/modify “Workday Help cases” if verbal or written communications identify the need to do so.
• Provide first and second-line technical support to the First Student users.
• Monitor and follow up on open cases. Categorize more complex issues with longer projection close dates.
• Work with the Functional Lead on analyzing case workload, common issues, and close rates.
• Identify common issues that could be solved with the creation of a help aid tutorial.
• Create or modify help aid for new processes.
• Correct help aids that have a defect.
• Work with SMEs outside of the Help Team on open cases and problem-solve for resolution or recategorizing of a Help case.
• Take ownership of user problems follow up on the status of problems on behalf of the user and communicate progress in a timely manner.
• Provide excellent customer service for all support queries and adhere to all service management principles.
• Work with Security Analysts on implementing security rights for users.
• Professional, quality, and timely communications with requestors and internal team members when working on a case.

Minimum Experience & Skills Required:

• Experience in Workday Eco-system preferred
• Ability to provide positive and constructive peer-to-peer coaching and feedback
• 1 year of experience with HR Data systems and help desk administration
• Strong Communicator – written and verbal
• Excellent customer service skills
• Detail and accuracy-oriented
• Analytical and problem-solving skills
• Proficient in Microsoft Office 365
• Flexible and adaptable in responding to changing priorities and requests
• Ability to work in a team environment

First for a Reason  

Benefits 

We offer competitive compensation and benefits (which vary based on role, location, and business), including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation. 

Diversity & Inclusion 

Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day. 

Professional Advancement 

Start here. Go far. We believe in promoting from within, which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our Manager in Development (MID) program prepares future leaders at First. 

Extensive Training 

Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency. 

Community Service & Impact 

Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First Student in your community, you’ll have a positive impact on others. 

 Apply today and get your career on the road with First Student! 

We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. First is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all.