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.
About the Team
This role supports Workday's Global Customer Support organization. We are a global team of expert problem-solvers dedicated to delivering the best customer support experiences and solutions in the industry. Aligned to the Global Support Operations & Enablement (GSOE) team, you'll work with peers passionate about enabling and empowering Workmates around the world by helping them embrace the latest technology, tools, and processes. We support Support!
Información sobre el equipo
En este puesto, se debe brindar soporte a la organización global de Atención al Cliente Global de Workday. Somos un equipo internacional de expertos en resolver problemas, especializados en ofrecer las mejores experiências y soluciones de atención al cliente en el sector. Junto con el equipo de Global Support Operations & Enablement (GSOE), trabajarás con compañeros a los que les encanta capacitar y fortalecer a los compañeros de trabajo de todo el mundo, ayudándolos a adoptar la tecnología, las herramientas y los procesos más recientes. Brindamos soporte a Soporte.
About the Role
The Senior Support Release Readiness role is a pivotal position that helps ensure the flawless implementation of Workday's product, platform, and solution releases. This role works closely with Product & Technology and Support teams to develop and implement a comprehensive readiness framework that effectively prepares Support for new releases. This role is central to the Support enablement strategy, contributing to technical and operational readiness to ensure an outstanding customer experience and zero disruption.
**Responsibilities**:
Develop and Implement the Release Readiness Framework:
- Using your support and release management experience, develop a robust framework and enablement roadmap that encompasses processes, procedures, timelines, and resources tailored to Support's needs.- Facilitate meetings and collaborate with business partners to analyze impacts and establish a cohesive approach across the organization.- Establish results targets, measure, and communicate outcomes to business partners driving continuous improvement.- Collaborate with Product & Technology (P&T) Teams:
- You will get to enjoy building positive relationships with Product Development, Engineering, and Documentation teams to gain insights into changes and their potential impact on Support and our customers, influencing an outstanding workmate and customer experience.- Participate in planning meetings, surface needs at the appropriate time in the planning cycle, and address changes and risks in the readiness plan.- Consult with P&T to provide feedback on materials provided for the organization.
Provide Support and Monitor Readiness:
- Consult with internal teams on impacts to customers and the Support organization, and work to address them in advance of new releases.- Build the necessary awareness and knowledge for analysts to efficiently adopt and support release-related changes.- Track progress on committed dependencies; identify and help resolve potential risks or issues.- Provide support and guidance to analysts throughout the release, promptly addressing questions and concerns.
Facilitate Feedback and Improvement:
- Collect pre
- and post-launch impacts and Support's effectiveness; share insights with P&T teams.- Evaluate the effectiveness of release readiness efforts to identify and implement improvements.
Fluent English at a business level.
Información sobre la función
La función de soporte sénior en la preparación para el lanzamiento es un puesto fundamental que ayuda a garantizar la implementación perfecta de los lanzamientos de productos, plataformas y soluciones de Workday. Este puesto trabaja en estrecha colaboración con los equipos de Producto y Tecnología, y Soporte a fin de desarrollar e implementar un marco de preparación integral que prepare de manera eficaz a Soporte para los nuevos lanzami