Senior Business System Support Analyst

Serve as the primary functional and administrative point of contact for Workday, supporting HR, Finance, Customer Experience, Partner Operations, and Go-To-Market teams.

Investigate issues related to Workday business processes, security groups, condition rules, reports, calculated fields, workflows, approval steps, and data visibility.

Triage, investigate, and resolve Workday-related support tickets within agreed SLA timelines, and support users with how-to queries, troubleshooting, and process guidance.

Collaborate with Workday admins/HRIS teams, QA, business stakeholders, and technical teams to resolve complex or recurring Workday issues.

Support Workday system enhancements, feature rollouts, process changes, testing activities, and business adoption.

Extend support as needed across other business platforms, including NetSuite (access, approvals, finance workflows), Boomi integrations (initial issue analysis and coordination with technical teams), and Partner Portal (access and visibility support).

Maintain SOPs, FAQs, resolution notes, knowledge articles, and support documentation, with a primary focus on Workday.

Identify support trends, recurring issues, and process gaps across Workday and other platforms, and recommend improvements.

5+ years of experience in business systems support, application support, or IT support operations, with a strong focus on Workday.

Hands-on experience supporting Workday (HCM, Core HR, or related modules) in a production environment — this is a core requirement for the role.

Strong understanding of Workday business process configuration, security groups, condition rules, calculated fields, and reporting.

Experience working with ticketing tools such as Zendesk, ServiceNow, Jira, or similar platforms.

Strong understanding of incident management, SLA-based support, prioritization, and escalation handling.

Ability to troubleshoot user issues, identify root causes, and provide clear resolutions.

Strong communication skills with the ability to work effectively with business users and technical teams.

Ability to manage multiple priorities in a fast-paced support environment.

Strong analytical and problem-solving skills with attention to detail.

Familiarity with Workday integration tools such as EIB, Workday Studio, Core Connectors, or reporting (RaaS) from a functional support perspective.

Workday Pro certification (e.g., HCM, Core Compensation, Absence, or Security) or similar Workday certification.

Experience supporting teams across HR, Sales, Finance, Customer Success, Partner Operations, Support, or Go-To-Market functions.

Exposure to other business platforms such as NetSuite, Boomi, Partner Portal, ERP systems, or other HRIS/finance platforms.

General understanding of integrations from a functional support perspective.

Experience creating SOPs, support documentation, knowledge articles, and user training material.

Experience supporting UAT, system enhancements, and process improvement initiatives.

The ideal candidate is a Workday expert first — someone with strong Workday functional and admin knowledge who can own Workday support end-to-end, from business process configuration to security, reporting, and troubleshooting. They should also be comfortable extending that support to other business platforms as needed, understanding business impact, communicating clearly with users, coordinating with technical teams, and contributing to continuous improvement across support operations. #LI-GK1

Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.