Salesforce & Workday Application Support Analyst

NCC Group; Taguig; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

NCC Group in Manila seeks a Business Systems Support Analyst to provide frontline support for Salesforce and Workday and other bespoke applications. You will respond to end-user queries, maintain effective SLAs, and contribute to knowledge base improvements to accelerate issue resolution.

You will investigate defects, possibly using SQL, and propose fixes while collaborating with technical teams. Strong communication and stakeholder-facing skills are essential for success in this role.

Qualifications

• Must have strong analytical and problem-solving abilities.
• Ownership and accountability for technical issues.
• Focus on users and champion their needs.
• Ability to communicate business changes and processes clearly.
• Confident in explaining complex technical issues to diverse audiences.
• Strong interpersonal skills to maintain cross-team relationships.

Responsibilities

• Provide user support for bespoke business applications including Salesforce and Workday.
• Maintain and create knowledge base articles in the helpdesk tool.
• Investigate, analyse and document reported defects; may include SQL queries.
• Identify opportunities to automate processes in customer service and liaise with tech teams.
• Escalate system change requests to Product Support and data issues to relevant teams.
• Create scheduled reports and audit user data; assist with system implementations and training.

Skills

Analytical mindset

Accountability

User-focused

Effective communication

Interpersonal skills

SQL querying skills

Basic JavaScript expressions

Application bug diagnostics

Job description

NCC Group in Manila seeks a Business Systems Support Analyst to provide frontline support for Salesforce and Workday and other bespoke applications. You will respond to end-user queries, maintain effective SLAs, and contribute to knowledge base improvements to accelerate issue resolution.

You will investigate defects, possibly using SQL, and propose fixes while collaborating with technical teams. Strong communication and stakeholder-facing skills are essential for success in this role.