System Support Engineer, Workday
System Support Engineer, Workday
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Job Description
The Opportunity:
We are seeking a System Support Engineer Workday to join our growing Gloo360 Systems Management team. This is a Tier 2 technical support role with direct responsibility for investigating troubleshooting and resolving moderately complex Workday HCM and Financials issues across multiple client organizations.
Youll balance reactive support (break/fix troubleshooting escalations data corrections) with proactive system monitoring and basic configuration updates to stabilize system health. In this multi-tenant MSP environment your work will directly contribute to operational stability quicker resolution times and better system utilization for our nonprofit clients. This position is based in Orlando FL with a hybrid work schedule requiring a minimum of 2 days onsite per week for team collaboration.
The Team:
At Gloo we believe relationships catalyze growthand when technology serves relationships lives are transformed. Gloo360 Gloos Managed Services Provider (MSP) division partners with mission-driven organizations to deliver enterprise system support for platforms like Workday Salesforce HubSpot and more. Our clients rely on us as an extension of their team helping them optimize systems that power their people and mission.
As part of our Gloo360 Systems Management team youll play a hands-on role supporting critical SaaS platforms for multiple nonprofit and faith-based client organizations simultaneously directly enabling their mission impact.
What Youll Be Doing:
Technical Support & Issue Resolution
- Serve as Tier 2 support for Workday HCM and Financials systems resolving issues related to configuration security/permissions data integrity integrations reporting and break/fix incidents.
- Analyze functional issues across Workday Core HCM (Absence Time Tracking) and Financials (General Ledger Budgeting Reporting).
- Conduct root cause analysis to prevent recurring issues and recommend process improvements.
Support data maintenance activities as part of Tier 2 troubleshooting including mass data uploads (EIB) corrections system clean-up and operational data adjustments across multiple client organizations. - Escalate unresolved complex issues to Workday AMS external partners or internal System Engineers with appropriate documentation.
- Manage and track support tickets using FreshDesk or equivalent case management platforms.
System Monitoring & Prevention
- Monitor scheduled integrations error logs and business processes to proactively identify and address potential system failures.
- Partner with the System Engineer to recommend improvements to configuration and system design.
- Perform low/no-code configuration updates security adjustments and routine system administration tasks as assigned.
Customer Engagement & Communication
- Liaise directly with clients internal engineering teams BI/reporting teams account managers and vendors to ensure seamless coordination of support issues.
- Translate technical problems into clear actionable information for both technical and non-technical stakeholders.
Document troubleshooting steps create knowledge base articles and contribute to internal documentation.
Testing & Quality Assurance
- Assist with QA and User Acceptance Testing (UAT) for configuration changes integrations and Workday releases.
- Develop and execute test scripts to ensure system changes meet client requirements.
- Collaborate with program managers to support configuration testing during customer project cycles.
What Were Looking For:
- Bachelors degree in Computer Science Information Technology Business Systems or equivalent experience.
13 years of direct Workday system support experience (HCM or Financials) including Tier 2 troubleshooting. - Functional understanding of Workday configuration business processes security reporting integrations monitoring and data troubleshooting.
Hands-on experience troubleshooting data discrepancies integration errors security assignments and functional configuration issues. - Excellent written and verbal communication skills; able to communicate technical concepts clearly to diverse audiences.
- Strong organizational and prioritization skills; able to manage multiple clients tenants and tickets concurrently.
- Demonstrated customer service orientation with a problem-solving mindset.
Nice-to-Haves:
- Familiarity with Workday integrations including data flows between Workday Financials and external financial systems or donor management platforms; ability to assist in integration troubleshooting.
- Experience with Workday Studio Workday Extend or middleware platforms.
- Experience supporting nonprofit or mission-driven organizations.
- Workday certifications or completion of Workday Pro courses.
- Prior experience supporting multiple clients simultaneously in an MSP or SaaS support model.
Job Location: Hybrid in Orlando FL
Compensation: $75k - 90k
Our Team Members Enjoy:
- Competitive compensation and discretionary performance bonus commensurate with experience
- Flexible PTO policy and state-compliant sick leave to support your well-being
- Medical Dental and Vision plans with up to 90% coverage for employees
- Generous employer HSA contributions for HDHP elections
- Employer-sponsored 401k program with a 2% employer match
- Learning & Development stipend available after 6 months of employment
- Paid Parental Leave
- A dynamic talented team dedicated to changing the world and building an incredible business
- Onsite and virtual social events to keep us connected in our hybrid work environment
- Beautiful office space in downtown Boulder on Pearl Street steps from coffee shops and blocks from hiking trails
Applicants must be currently authorized to work in the United States on a full-time basis. At this time Gloo is only able to consider candidates who are U.S. Citizen and U.S. Permanent Residents.
Gloo is committed to providing an inclusive and accessible experience for all candidates. If you require a reasonable accommodation during the application or interview process please contact us at to let us know how we can support you.
Job is posted until filled.
Employment Type
Full-Time
