Analyst Workday Support & Help I

First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer.

Work within the Workday Helpdesk case management system. You will help users with configuring, troubleshooting, and providing technical assistance on the Workday system. Through case management and appropriate identification of the complexity of the help requests, you will categorize “like” issues, and assign Tier complexity and identify the proper help SME for the user. Create a remarkable responsive experience for employees and case solvers alike.

Major Responsibilities

• Become the SME on the Workday Case management system.
• 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 Functional Lead on analyzing case workload, common issues, close rates.
• Identify common issues that could be solved with creation of a help aid tutorial.
• Create or modify help aid for new processes.
• Correct help aids that have a defect.
• Work with SME outside of the Help Team on open cases and problem solve for resolution or recategorizing of a Help case.
• Take ownership of user problems and follow up 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 Analyst on implementing security rights for users.
• Professional, quality, and timely communications with requestors and internal team members when working on a case.

Minimum Education or Certifications Required

• High School Degree required
• College degree preferred or equivalent experience

Minimum Experience or Skills Required

• 1 year of experience with HR Data systems, 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

In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.

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. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf.