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System Support Engineer, Workday
| Company | Gloo |
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| Location | Orlando, FL, USA |
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| Salary | $75000 – $90000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- Bachelor’s degree in Computer Science, Information Technology, Business Systems, or equivalent experience.
- 1–3 years of direct Workday system support experience (HCM or Financials), including Tier 2 troubleshooting.
- Functional understanding of Workday configuration, business processes, security, reporting, integrations monitoring, and data troubleshooting.
- Hands-on experience troubleshooting data discrepancies, integration errors, security assignments, and functional configuration issues.
- Excellent written and verbal communication skills; able to communicate technical concepts clearly to diverse audiences.
- Strong organizational and prioritization skills; able to manage multiple clients, tenants, and tickets concurrently.
- Demonstrated customer service orientation with a problem-solving mindset.
Responsibilities
- Serve as Tier 2 support for Workday HCM and Financials systems, resolving issues related to configuration, security/permissions, data integrity, integrations, reporting, and break/fix incidents.
- Analyze functional issues across Workday Core HCM (Absence, Time Tracking) and Financials (General Ledger, Budgeting, Reporting).
- Conduct root cause analysis to prevent recurring issues and recommend process improvements.
- Support data maintenance activities as part of Tier 2 troubleshooting, including mass data uploads (EIB), corrections, system clean-up, and operational data adjustments across multiple client organizations.
- Escalate unresolved complex issues to Workday AMS, external partners, or internal System Engineers with appropriate documentation.
- Manage and track support tickets using FreshDesk or equivalent case management platforms.
- Monitor scheduled integrations, error logs, and business processes to proactively identify and address potential system failures.
- Partner with the System Engineer to recommend improvements to configuration and system design.
- Perform low/no-code configuration updates, security adjustments, and routine system administration tasks as assigned.
- Liaise directly with clients, internal engineering teams, BI/reporting teams, account managers, and vendors to ensure seamless coordination of support issues.
- Translate technical problems into clear, actionable information for both technical and non-technical stakeholders.
- Document troubleshooting steps, create knowledge base articles, and contribute to internal documentation.
- Assist with QA and User Acceptance Testing (UAT) for configuration changes, integrations, and Workday releases.
- Develop and execute test scripts to ensure system changes meet client requirements.
- Collaborate with program managers to support configuration testing during customer project cycles.
Preferred Qualifications
- Familiarity with Workday integrations, including data flows between Workday Financials and external financial systems or donor management platforms; ability to assist in integration troubleshooting.
- Experience with Workday Studio, Workday Extend, or middleware platforms.
- Experience supporting nonprofit or mission-driven organizations.
- Workday certifications or completion of Workday Pro courses.
- Prior experience supporting multiple clients simultaneously in an MSP or SaaS support model.
