[Hiring] Senior Operations and Support Analyst - Workday Specialist @The Nature Conservancy

Role Description

The Sr. Operations & Support Analyst leads, manages, and analyzes all aspects of mid-level complex IT product/service to optimize organizational efficiency. This role is responsible for day-to-day support, operations, and improvements for applications in the Corporate Systems portfolio, including their integrations with other systems.

• Provides technical support, gathers and documents business requirements, improves support and enhancement processes, and designs and implements application configuration solutions to meet business needs.
• Reviews system releases to understand and manage their impact on existing processes and configurations.
• Acts as an escalation point for complex support issues and works directly with application vendors and vendor support teams when needed.
• Monitors system reliability, availability, performance, and recovery, and proactively reports any issues or unexpected behavior to IT management.
• Tracks and reports on key support and operations metrics.
• Works closely with other IT teams to complete system upgrades, customizations, and configuration changes, ensuring all work follows established IT processes and standards.
• Contributes to the design, vendor selection, implementation, and ongoing management of multiple complex systems or projects.
• Participates in vendor meetings, stays informed about product roadmaps, and keeps up with new features or trends that may benefit or impact the organization.
• Using data and analysis, recommends system improvements when appropriate.
• Creates and maintains system documentation, including both user guides and technical documentation.

Qualifications

• Proven experience planning and executing cross-functional projects, including system evaluations and selections, acquisition integrations, new system or module implementations, and technology migration or re-platforming initiatives.
• Demonstrated ability to design and deliver Workday reporting solutions that meet business stakeholder needs.
• Strong background in IT Business Analysis, including expertise in analysis planning and monitoring, elicitation and collaboration, requirements lifecycle management, requirements analysis, and solution evaluation.
• Ability to assess and model business processes and recommend effective, scalable solutions.
• Capability to respectfully challenge assumptions and ideas to support sound decision-making for TNC.
• Demonstrated ability to learn quickly, collaborate effectively, and adapt to organizational change.
• Interest and ability in mentoring and training colleagues.
• Knowledge of industry best practices and the ability to tailor them effectively to TNC’s organizational context.
• Strong understanding of emotional intelligence and the ability to navigate complex interpersonal and organizational dynamics.
• Multilingual abilities and multicultural, or cross-cultural experience, are valued.

Requirements

• Bachelor’s degree in information technology or accounting or related field and/or combined equivalent of education and experience.
• Extensive experience in a corporate finance department and a deep understanding of their technology needs.
• At least 2 years’ experience supporting the Workday ERP, including supporting Finance and Procurement.
• At least 5 years’ experience as a business professional in Information Technology, Finance, or a closely related field.
• Experience providing operational support through an incident management ticketing system such as Jira or a comparable platform.
• Experience in defining and documenting complex systems and business requirements.
• Excellent written, visual, and oral communication skills and ability to communicate within IT clearly and succinctly and with key business partners.
• Experience developing and executing comprehensive test plans.

Benefits

• Competitive, comprehensive benefits package including health care benefits, flexible spending accounts, and a 401(k) plan with an 8% employer match.
• Parental leave, accrued paid time off, life insurance, disability coverage, and employee assistance program.
• Other life and work well-being benefits.
• Flexible work environment that supports the health and well-being of employees.