Business Process Analyst

Business Analyst

Your work days are brighter here.

We're 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, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll 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. We're 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 you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back. In return, we'll 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, you've found a match in Workday, and we hope to be a match for you too.

About the Team

Workday Success Plans (WSP) is a subscription-based offering that brings together education, tools, and Workday expertise to help customers reach their business goals faster. By supporting continuous adoption and helping customers realize business value from their Workday applications, WSP contributes to lasting customer success. The WSP Global Operations & Automation team supports an excellent customer experience while enabling our delivery and customer success teams to work effectively and consistently. We are a collaborative, customer-focused team that connects people, processes, systems, and data to improve how WSP operates at scale. Our work includes building practical operational foundations, finding opportunities to simplify work, and thoughtfully applying AI to enable our team to spend more time on high-value customer outcomes.

About the Role

As a Business Analyst on the WSP Global Operations & Automation team, you will play a central role in helping WSP operate smoothly and scale effectively. You will manage improvement initiatives and contribute to programs that support delivery and customer success teams in providing a consistent, high-quality customer experience.

You will bring structure to complex operational needs by documenting processes, clarifying requirements, analyzing data, and guiding projects from discovery through implementation. You will also help identify practical uses of AI to reduce repetitive work, improve quality, strengthen knowledge management, and generate useful operational insights.

In this role, you will be responsible for:

• Serving as a key point of contact to triage customer and account team inquiries, resolving routine issues directly, and escalating complex or high-risk items to leadership with clear context and recommended next steps.
• Maintaining essential operational foundations—including customer onboarding, audits, and dashboard upkeep—to ensure WSP programs run accurately and reliably at scale.
• Creating and maintaining playbooks and process documentation, and driving continuous improvement by translating process gaps into scalable system solutions with strong data integrity and audit readiness.
• Coordinating and executing operational projects and system improvements within their assigned scope—tracking timelines, flagging risks, and partnering with cross-functional teams to keep initiatives on track and contribute to team efficiency.
• Applying AI tools to automate repeatable work, support process discovery and documentation, improve quality checks, and accelerate insight generation.
• Analyzing operational data to identify trends, bottlenecks, and opportunities; translating findings into clear recommendations for leaders. Partnering with delivery, customer success, and technology teams to align processes with business needs.

About You

Basic Qualifications

• 5+ years of experience in business analysis, operations, or a customer-facing operations support role.
• 5+ years of experience using Google Sheets, Excel, or similar data analysis tools to build reports, analyze trends, and support decisions.
• Experience documenting, analyzing, and improving business processes, including identifying inefficiencies and implementing sustainable solutions.
• Experience leading operational projects or initiatives, including managing deliverables, timelines, and cross-functional dependencies.
• Clear written and verbal communication skills, with the ability to build alignment across technical and non-technical teams.
• Strong attention to detail, data accuracy, and process documentation.

Other Qualifications

• Experience with Salesforce, Workday, business intelligence tools, or data visualization tools.
• Experience with process automation, business systems optimization, or AI-enabled process improvement.
• Experience with generative AI tools, such as Sana AI, ChatGPT, Claude, or NotebookLM, for documentation, analysis, or workflow improvement.
• Ability to gather and clarify business requirements, design scalable processes, and translate operational needs into actionable solutions.
• Experience in SaaS or professional services operations.