P4 - Business Process Analyst

Job Description

Your work days are brighter here. At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here. At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday. About The Team The Global Support Operations & Enablement (GSOE) team is a critical function supporting Workday's Customer Support organization. GSOE provides program and portfolio management, operational support, technology solutions, learning and development, and analytical insights to ensure the success and efficiency of our Global Customer Support team. We are a collaborative and innovative team focused on driving continuous improvement and enabling world-class support experiences for our customers. About The Role The highly motivated and versatile Business Process Analyst will be instrumental in driving process improvement, identifying operational efficiencies, and supporting key projects within our dynamic Global Support Operations & Enablement team. This role requires strong collaboration, analytical skills, a proactive approach, and a passion for optimizing processes and using data to enable our global Customer Support organization. You will be a self-starter working closely with cross-functional teams across Support and other Workday groups, evaluating, diagnosing, and documenting existing processes to inform improvements in performance and quality. This includes developing and applying metrics for process and performance measurement, providing guidance on re-engineering techniques, defining, designing, and implementing solutions to achieve desired business outcomes, and offering domain expertise and project management guidance to large initiatives. About You Responsibilities: Map, analyze, and evaluate existing global support processes to identify areas for improvement and optimization. Plan, perform, and implement process improvement initiatives, applying methodologies such as Lean, Six Sigma, or other relevant frameworks. Lead and facilitate cross-functional project teams focused on process optimization and operational excellence. Develop and track key performance indicators (KPIs) and metrics to measure process performance, identify trends, and highlight opportunities for future improvement. Collect and analyze data to identify root causes of process inefficiencies and operational challenges. Measure performance against established process requirements and align improvement initiatives to address performance gaps. Develop clear and concise process documentation, including process flows, standard operating procedures (SOPs), and knowledge articles. Provide consultation and guidance on the application of re-engineering techniques to enhance process performance and customer support quality. Develop and deliver presentations and training materials related to process changes, improvements, and best practices. Survey and analyze industry best practices in support operations and process management to identify innovative solutions. Communicate project progress, findings, and recommendations to stakeholders at various levels within the organization. Perform cost and benefit analysis for proposed process improvements and initiatives. Support the implementation and adoption of new technologies and tools to enhance support operations. Basic Qualifications 8+ years' experience defining, designing, and implementing solutions to achieve desired business outcomes by evaluating, diagnosing, documenting existing business processes, developing and applying metrics for process and performance measurement 8+ years' experience providing domain expertise and project management guidance to large enterprise initiatives. Other Qualifications Bachelor's degree or equivalent work experience. Minimum of 5-8 years of experience as a Business Process Analyst, Process Manager, or similar role, preferably within a global customer support or software organization. Outstanding written, visual representation, and verbal communication skills. Demonstrated experience in process mapping, analysis, and improvement methodologies (e.g., BPMN, Lean, Six Sigma). Proficiency in using process mapping and business analysis tools (e.g., Visio, Lucidchart, Miro). Solid ability to establish relationships, influence without authority, and drive alignment across teams with varied strengths and leadership levels. Outstanding organizational, interpersonal, and negotiation skills; flexible and adaptable; able to work in ambiguous situations. Passion for customer service and commitment to delivering high-quality results. Proficient in project management and collaboration tools (e.g., Workfront, Google docs, Smartsheet, MS Project, etc.). Self-starter with a proactive and results-oriented approach. 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. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!