Note: The job is a remote job and is open to candidates in USA. OneSource Virtual (OSV) specializes in providing services for Workday customers, focusing on automating administrative tasks. The BPaaS Support Analyst is responsible for supporting Workday and OSV Service Center operations, including user account management and ticket triage, while delivering excellent customer service.
Responsibilities
- Act as the first point of contact for customer support, handling ticket triage and routing
- Create and manage Workday user accounts, including username and password setup
- Assign OSV Service Centers to users and manage account lifecycle (creation, password resets, deactivation)
- Generate and analyze OSV reports for auditing customer tenant access
- Troubleshoot and resolve Workday Multi-Factor Authentication (MFA) issues
- Support internal customer security administration for support and services teams
- Follow security policies and standard operating procedures, including login and password communications
- Identify and resolve data or configuration issues; investigate trends and anomalies
- Suggest and implement improvements to better support customers and internal processes
- Collaborate with cross-functional teams to meet customer expectations
- Maintain professional communication and adhere to case management guidelines
- Participate in team activities and contribute positively to team culture
- Complete tasks within agreed timelines, ensuring high-quality, error-free deliverables
- Demonstrate adaptability in managing shifting priorities and workloads
Skills
- 1–2 years of experience with HRIS platforms and/or business application support systems
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Basic knowledge of Salesforce and Workday products or domain
- Experience working in a ticketing/case system
- Experience with Workday and OSV Service Center platforms
- Experience in customer service
Company Overview
Company H1B Sponsorship