Sr. Operations and Support Analyst-Workday Specialist

The Nature Conservancy

About The Position

The Sr. Operations & Support Analyst leads, manages and analysis all aspects of mid-level complex IT product/service to optimize organizations efficiency. The Sr. Operations & Support Analyst is responsible for day‑to‑day support, operations, and improvements for applications in the Corporate Systems portfolio, including their integrations with other systems. This role provides technical support, gathers and documents business requirements, improves support and enhancement processes, and designs and implements application configuration solutions to meet business needs. The analyst reviews system releases to understand and manage their impact on existing processes and configurations. They act as an escalation point for complex support issues and work directly with application vendors and vendor support teams when needed. They monitor system reliability, availability, performance, and recovery, and proactively report any issues or unexpected behavior to IT management. The role tracks and reports on key support and operations metrics. The analyst works closely with other IT teams to complete system upgrades, customizations, and configuration changes, ensuring all work follows established IT processes and standards. They contribute to the design, vendor selection, implementation, and ongoing management of multiple complex systems or projects. The analyst 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, they recommend system improvements when appropriate. They also create and maintain system documentation, including both user guides and technical documentation.

Requirements

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.
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.

Responsibilities

Responsible for day-to-day support, operations, and continuous improvement of applications within the Corporate Systems portfolio, including system integrations, with a particular emphasis on supporting Workday
Provides technical application support and serves as an escalation point for complex support issues
Work in lateral teams to provide guidance and specific expertise to business teams on products/systems
Knowledgeable about the strategies, goals, actions and work processes of the business/system/service/operations s/he works with.
Conducts analysis of business or technical user needs, documenting requirements and develop system specification.
Reviews system releases to understand and manage impacts on existing processes and configurations
Tracks, analyzes, and reports key support and operations metrics
Act as a liaison between IT and end users to ensure technical compatibility and satisfaction.
Perform regular security monitoring.
Ability to adapt and/or modify processes in response to changing circumstances.
Well versed in specific industry best practices, and an ability to adapt them to TNC’s organization.
Research and recommend innovative and automated approaches for IT tasks.
Writing and maintaining detailed systems documentation, including user manuals and technical manuals.
Translate user/or systems requirements into functional technical specification.
Establish control policies in accordance with best practices and defining benchmarks and measures.
Ensure proper coordination and collaboration with other teams.
Willing to travel and work flexible long hours and on the weekend.