Sr Business Process Analyst Support Knowledge and AI

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Were obsessed with making hard work pay off for our people our customers and the world around us. As a Fortune 500 company and a leading AI platform for managing people money and agents were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join youll feel it. Not just in the products we build but in how we show up for each other. Our culture is rooted in integrity empathy and shared enthusiasm. Were in this together tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether youre building smarter solutions supporting customers or creating a space where everyone belongs youll do meaningful work with Workmates whove got your return well give you the trust to take risks the tools to grow the skills to develop and the support of a company invested in you for the long haul. So if you want to inspire a brighter work day for everyone including yourself youve found a match in Workday and we hope to be a match for you too.

About the Team

About the Role

We are seeking a highly skilled data-driven Business Process Analyst to join our Knowledge Management and Global Support Operations & Enablement teams analyzing knowledge trends identifying areas for improvement and driving process optimization initiatives that strengthen our knowledge ecosystem and enhance digital AI tools supporting our global Customer Support organization. This adaptive agile self-starter will develop a deep understanding of Supports business priorities and day-to-day operations collaborate closely with cross-functional teams across Support and other Workday groups and leverage data knowledge frameworks and emerging AI technologies to deliver recommendations aligned with business goals and drive meaningful measurable change.

Responsibilities

• Coordinate and implement processes for the creation and maintenance of knowledge articles to directly develop improve and strengthen the effectiveness of self-help and digital AI tools.

• Analyze knowledge usage and industry trends alongside customer interactions with digital agents to identify opportunities for knowledge base enhancements and additional AI capabilities that drive proactive issue resolution.

• Collaborate with technical teams to ensure seamless integration of the knowledge management system with other platforms enabling better analysis of data logs and system configurations to optimize the overall effectiveness of AI solutions.

• Map analyze and evaluate existing support processes to develop clear process documentation including process flows and standard operating procedures (SOPs). Align these process requirements to provide clear direction for product teams working to enhance the capabilities of digital agents.

• Facilitate access to knowledge and continuously improve the quality of the knowledge base so that when serving as an escalation point for stalled AI cases you can provide expert assistance and use those insights to further refine AI performance.

• Assist with the planning and deployment of new knowledge projects utilizing the latest KCS and AI/ML frameworks.

• Plan perform and implement process improvement initiatives utilizing methodologies such as Lean Six Sigma or other relevant frameworks.

• Develop clear and concise process documentation including process flows standard operating procedures (SOPs) and knowledge articles.

• Collaborate with leaders cross-functional teams and technical teams to collect requirements and ensure seamless integration of the knowledge management system with other tools and platforms.

• Work with product and engineering teams to enhance the capabilities of digital agents.

Skills

• Strong analytical and problemsolving skills with experience analyzing data logs and system configurations to identify actionable insights using tools such as pivot tables and Tableau.

• Knowledge of support technologies with hands-on experience using support platforms and tools to efficiently troubleshoot issues assist users and quickly learn new systems.

• Experience with digital support technologies such as chatbots and virtual assistants along with an understanding of artificial intelligence and machine learning concepts is a plus.

• Proficiency in using process mapping and business analysis tools (e.g. Visio Lucidchart Miro).

• Strong documentation skills including creating and maintaining clear and concise materials supported by excellent written and verbal communication abilities to present complex information effectively.

• Highly adaptable and organized with outstanding attention to detail and a strong commitment to continuous learning including staying up to date with the latest technologies frameworks and the rapid business and organizational changes of a high-growth environment.

About You

Qualifications

• Bachelors degree in Business Administration Operations Management Industrial Engineering or a related field. OR Bachelor degree professional certification or verified work experience in a related field.

• 8 years of experience as a Business Process Analyst Process Manager or similar role preferably within a global customer support or software organization.

• 5 years in knowledge management tools processes and KCS methodologies.

• Experience with AI chatbot/automated systems.

• Demonstrated experience in process mapping analysis and improvement methodologies (e.g. BPMN Lean Six Sigma).

• 2 years Experience with SQL and data visualization tools.

• KCS and Lean Six Sigma certification is highly desirable.

Our Approach to Flexible Work

With Flex Work were combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections maintain a strong community and do their best work. We know that flexibility can take shape in many ways so rather than a number of required days in-office each week we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers prospects and partners (depending on role). This means youll have the freedom to create a flexible schedule that caters to your business team and personal needs while being intentional to make the most of time spent together. Those in our remote home office roles also have the opportunity to come together in our offices for important moments that matter.

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