Senior/Principal Business Intelligence Analyst (Global Customer Support)

Your work days are brighter here.

At Workday, it all commenced with a conversation over breakfast. When our founders gathered at a sunny diner in California, they conceived an idea to revolutionize the enterprise software market. A significant factor that set us apart as we began to thrive was our culture. A culture driven by our priority to put our staff members first. Since then, the happiness, development, and contribution of every Workmate form the core of who we are. Our Workmates feel that a healthy employee-oriented, collaborative culture is a pivotal blend for business success. That's why we care for our staff, communities, and the planet while still maintaining profitability. Feel free to be your authentic self and let your unique energy and passion shine. Ready to transform with us and make workdays brighter? Bring your best self here.

About the Team

Our remarkable Workday Support teams continuously aim to heighten their work methods with a purpose to enhance our customers' support experience and their own. The Global Support Insights & Analytics team, situated within the Support organization, is accountable for providing data insights that guide and influence our Customer Support strategy and business choices. We seek an analytical problem solver who supports our internal stakeholders by analyzing data, offering insights, and providing recommendations that support business decisions, whether via dashboards, reports or actionable alerts.

About the Role

As a Senior or Principal Business Intelligence Analyst, your role will be acting as the "Product Owner" for Support Business Intelligence projects. You will be responsible for understanding business needs and providing robust Business Intelligence solutions to meet those needs. You will partner closely with leaders and colleagues within the organization to determine key performance indicators and provide reporting and metrics for analysis and tracking. We seek someone who can effectively communicate at all levels of the organization. Someone who is passionate about data accuracy and enjoys working with a diverse, talented team in a dynamic, fast-paced environment. This role requires a blend of understanding business objectives, user needs, and experience in managing technology programs.

Your responsibilities will include:

• Conducting interviews with key business leaders and stakeholders to understand business problems, key questions and how the developed tools will support business processes.
• Analyzing large volumes of data using various tools such as Tableau prep, SQL, or other data modeling tools.
• Creating interactive visualizations to effectively solve business problems by enabling insights and providing recommendations.
• Recommending definitions for new and updated metrics, and supporting data governance and documentation.
• Acting as a trusted advisor for questions related to BI solutions and metrics.
• Collaborating with the BI Engineering team to define new or modified data models needed in the data warehouse.
• Maintaining a repository of certified metric definitions.
• Designing, building, and publishing Tableau Data Sources to support dashboard requirements while ensuring standard methodologies.
• Expertly troubleshooting and resolving dashboard, data, and security issues.
• Thoroughly checking new and modified data sources/dashboards for accuracy and functionality.
• Developing training material and delivering training on new and existing dashboards.
• Coaching and mentoring less experienced team members.

Candidates should be located in Pleasanton, Austin, Atlanta, or Salt Lake City as this role operates on a flexible model and requires a minimum of 50% office attendance.

About You

Basic Qualifications

• A Bachelor’s or Master’s degree in Computer Science, Information Systems, or any other related field, or equivalent work experience.
• 8+ years (or 12+ years for Principal) of work experience in business intelligence, analytics, or data architecture.
• Significant experience in creating visualizations in Tableau, SQL, and data preparation.
• 3+ years of experience with CRM systems.

Other Qualifications

• Solid understanding of relational database concepts and data modeling.

• Excellent analytical and problem-solving abilities combined with strong business acumen and the ability to clearly communicate analyses.

• Capable of working independently and in a team, meticulous, critical thinker and driven by performance.

• Experience with Tableau Prep or other data modeling tools is preferred.

• Proven experience working with business leaders to understand business needs that can be answered with data.

• Experience in a customer support organization is preferred.

• Ability to thrive in a fast-paced, energetic, and enjoyable work environment, delivering value incrementally and frequently.

• Proactive and enthusiastic problem-solver.

• Experience with Agile methodology is preferred.

• Great team player highly adept at building relationships within the organization.

Additional Qualifications for a Principal BI Analyst

• Advanced level experience in SQL, data modeling, and data preparation is essential.