Your work days are brighter here.
We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.
About the Team
The Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the mission-critical systems and tools used by Workday’s global customer support organization and its customers. We are a diverse group of product operations specialists with varied experiences and backgrounds, committed to driving strategic technological advancements that enable best-in-class customer service. Our team is deeply aligned with Workday's core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun!
About the Role
As a Principal Business Systems Analyst, you will be a strategic leader within our global team, shaping the future of our customer support technology landscape while also driving the successful delivery of complex system initiatives. You will be responsible for envisioning, defining, and leading the end-to-end delivery of significant system solutions that significantly enhance the efficiency, effectiveness, and overall experience of both our support teams and our customers. You will partner closely with senior leadership within Business Technology, Support, Product, and other key organizations to develop and execute a long-term systems strategy that aligns with Workday’s overarching customer support and business objectives, and you will be instrumental in ensuring the timely and high-quality execution of that strategy. You will be a thought leader in identifying opportunities for innovation and optimization across our support ecosystem, leveraging your deep understanding of industry best practices and emerging technologies, and you will be accountable for guiding projects from initiation to successful completion.
About You
Basic Qualifications:
10+ years of progressive Business Analyst experience, with a significant focus on supporting large, global enterprise-sized organizations and a proven track record of successfully delivering complex system projects.
5+ years of deep and demonstrable experience working with and architecting solutions within Salesforce.com Service Cloud and leading Salesforce implementation projects.
5+ years of experience leading complex, cross-functional system implementation projects using agile methodologies with a strong understanding of project management principles.
Proven ability to think strategically, analyze complex issues, develop innovative solutions, and effectively manage project delivery lifecycles.
Exceptional communication, presentation, and interpersonal skills with the ability to influence stakeholders at all levels, including senior leadership, and effectively communicate project status and risks.
Demonstrated ability to work independently, drive initiatives, manage ambiguity, and lead project teams to successful outcomes.
Other Qualifications:
Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent relevant working experience.
Deep understanding of the architecture and integration capabilities of platforms like Coveo and Adobe Experience Manager (AEM).
Salesforce certifications (e.g., Certified Administrator, Service Cloud Consultant, System Architect) are highly preferred.
Expert proficiency with collaboration and project management tools such as JIRA and Confluence with a strong understanding of project tracking and reporting capabilities.
Experience with data modeling, data warehousing concepts, and business intelligence tools is a strong plus.
Prior experience in a leadership or mentoring role within a Business Analysis team with responsibilities for project oversight and guidance.
Familiarity with emerging technologies relevant to customer support (e.g., AI, machine learning, advanced analytics).
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.
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