Sr Business Process Analyst - Support Knowledge and AI

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 Global Support Operations & Enablement (GSOE), part of Workday’s Global Customer Support organization, implements programs to support the goals and priorities of Support, ensuring a best-in-class customer experience at Workday.

The Support Readiness & Enablement team partners with GSOE counterparts and Support business partners to enable exceptional workmate performance. About the Role We are seeking a highly skilled, data-driven Business Process Analyst to join our Knowledge Management and Global Support Operations & Enablement teams, analyzing knowledge trends, identifying areas for improvement, and driving process optimization initiatives that strengthen our knowledge ecosystem and enhance digital AI tools supporting our global Customer Support organization. This adaptive, agile self-starter will develop a deep understanding of Support’s business priorities and day-to-day operations, collaborate closely with cross-functional teams across Support and other Workday groups, and leverage data, knowledge frameworks, and emerging AI technologies to deliver recommendations aligned with business goals and drive meaningful, measurable change.

Responsibilities Coordinate and implement processes for the creation and maintenance of knowledge articles to directly develop, improve, and strengthen the effectiveness of self-help and digital AI tools. Analyze knowledge usage and industry trends alongside customer interactions with digital agents to identify opportunities for knowledge base enhancements and additional AI capabilities that drive proactive issue resolution. Collaborate with technical teams to ensure seamless integration of the knowledge management system with other platforms , enabling better analysis of data, logs, and system configurations to optimize the overall effectiveness of AI solutions.

Map, analyze, and evaluate existing support processes to develop clear process documentation, including process flows and standard operating procedures (SOPs). Align these process requirements to provide clear direction for product teams working to enhance the capabilities of digital agents. Facilitate access to knowledge and continuously improve the quality of the knowledge base so that when serving as an escalation point for stalled AI cases, you can provide expert assistance and use those insights to further refine AI performance.

Assist with the planning and deployment of new knowledge projects utilizing the latest KCS and AI/ML frameworks. Plan, perform, and implement process improvement initiatives, utilizing methodologies such as Lean, Six Sigma, or other relevant frameworks. Develop clear and concise process documentation, including process flows, standard operating procedures (SOPs), and knowledge articles.

Collaborate with leaders, cross-functional teams and technical teams to collect requirements and ensure seamless integration of the knowledge management system with other tools and platforms. Work with product and engineering teams to enhance the capabilities of digital agents. Skills Strong analytical and problem‑solving skills with experience analyzing data, logs, and system configurations to identify actionable insights, using tools such as pivot tables and Tableau.

Knowledge of support technologies, with hands-on experience using support platforms and tools to efficiently troubleshoot issues, assist users, and quickly learn new systems. Experience with digital support technologies such as chatbots and virtual assistants, along with an understanding of artificial intelligence and machine learning concepts, is a plus. Proficiency in using process mapping and business analysis tools (e.g., Visio, Lucidchart, Miro).

Strong documentation skills, including creating and maintaining clear and concise materials, supported by excellent written and verbal communication abilities to present complex information effectively. Highly adaptable and organized, with outstanding attention to detail and a strong commitment to continuous learning, including staying up to date with the latest technologies, frameworks, and the rapid business and organizational changes of a high-growth environment. About You Qualifications Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field.

OR Bachelor degree, professional certification or verified work experience in a related field. 8+ years of experience as a Business Process Analyst, Process Manager or similar role, preferably within a global customer support or software organization. 5+ years in knowledge management tools, processes and KCS methodologies.

Experience with AI chatbot/automated systems. Demonstrated experience in process mapping, analysis, and improvement methodologies (e.g., BPMN, Lean, Six Sigma). 2+ years Experience with SQL and data visualization tools.

KCS and Lean Six Sigma certification is highly desirable. Our Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work.

We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

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