Principal Business Systems Analyst, Customer Support

About the Role

As a Principal Business Systems Analyst, you will be a strategic leader within our global team, shaping the future of our customer support technology landscape while also driving the successful delivery of complex system initiatives. You will be responsible for envisioning, defining, and leading the end-to-end delivery of significant system solutions that significantly enhance the efficiency, effectiveness, and overall experience of both our support teams and our customers. You will partner closely with senior leadership within Business Technology, Support, Product, and other key organizations to develop and execute a long-term systems strategy that aligns with Workday’s overarching customer support and business objectives, and you will be instrumental in ensuring the timely and high-quality execution of that strategy. You will be a thought leader in identifying opportunities for innovation and optimization across our support ecosystem, leveraging your deep understanding of industry best practices and emerging technologies, and you will be accountable for guiding projects from initiation to successful completion.

About You

Basic Qualifications :

10+ years of progressive Business Analyst experience, with a significant focus on supporting large, global enterprise-sized organizations and a proven track record of successfully delivering complex system projects.

5+ years of deep and demonstrable experience working with and architecting solutions within Salesforce.com Service Cloud and leading Salesforce implementation projects.

5+ years of experience leading complex, cross-functional system implementation projects using agile methodologies with a strong understanding of project management principles.

Proven ability to think strategically, analyze complex issues, develop innovative solutions, and effectively manage project delivery lifecycles.

Exceptional communication, presentation, and interpersonal skills with the ability to influence stakeholders at all levels, including senior leadership, and effectively communicate project status and risks.

Demonstrated ability to work independently, drive initiatives, manage ambiguity, and lead project teams to successful outcomes.

Other Qualifications :

Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent relevant working experience.

Deep understanding of the architecture and integration capabilities of platforms like Coveo and Adobe Experience Manager (AEM).

Salesforce certifications (e.g., Certified Administrator, Service Cloud Consultant, System Architect) are highly preferred.

Expert proficiency with collaboration and project management tools such as JIRA and Confluence with a strong understanding of project tracking and reporting capabilities.

Experience with data modeling, data warehousing concepts, and business intelligence tools is a strong plus.

Prior experience in a leadership or mentoring role within a Business Analysis team with responsibilities for project oversight and guidance.

Familiarity with emerging technologies relevant to customer support (e.g., AI, machine learning, advanced analytics).