[Remote] BPaaS Support Analyst
Note: The job is a remote job and is open to candidates in USA. OneSource Virtual (OSV) is a company that specializes in providing compliant, in-tenant technology and expert services for Workday customers. The BPaaS Support Analyst plays a crucial role in supporting Workday and OSV Service Center operations, focusing on user account management, ticket triage, and security administration while ensuring high-quality 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