Senior Business System Support Analyst
Mimecast · Bengaluru
Senior Business Systems Support Analyst (Workday Specialist)
Location: Bangalore
About Mimecast
Mimecast is a leading cybersecurity company that helps organizations protect their people, data, and communications. With over 42,000 customers worldwide, Mimecast has a long history of excellence in Data Archiving and eDiscovery and is recognised as a Leader in the Gartner Magic Quadrant for Digital Communications Governance and Archiving Solutions.
We are pioneers in Human Risk Management, recognizing that people are both an organization's greatest asset and its most significant security vulnerability. Our platform addresses the human element of cybersecurity through advanced threat detection, awareness training, Incydr risk management, and data governance. Our Governance, Compliance & Insight products play a critical role in this mission, ensuring that communications data is archived, discoverable, and compliant, enabling organizations to manage the risk that stems from human actions.
AI-First Engineering at Mimecast
Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools across all facets of engineering, from code development to testing, documentation, and operations. We're looking for leaders who don't just use AI tools but champion their adoption and establish new ways of working.
Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers, and we're recognized as "Agents of Change" in Human Risk Management. Engineers here work at the intersection of cutting-edge AI tooling and AI-powered security products that protect organizations worldwide.
Job Description
We are looking for a Senior Business Systems Support Analyst with strong Workday expertise to own Workday administration and production support as the core of this role. You will be the go-to specialist for Workday functional and admin support, including business process configuration, security groups, reporting, and troubleshooting, while also extending that support to other business platforms such as NetSuite, Boomi integrations, Partner Portal, and Docusign. This role is ideal for someone with deep hands-on Workday knowledge, strong application support experience, and the ability to manage support tickets, work with cross-functional teams, and support business operations across the wider systems landscape.
What You Will Work On
As a Senior Business Systems Support Analyst, you will support day-to-day business operations across key systems and processes, including:
- Workday Support (Primary Focus): user queries, access/security group requests, business process configuration, condition rules, calculated fields, HR data and reporting issues, workflow and approval errors, and process-related support across Workday.
- Workday Integrations Support: initial triage of Workday integration failures, data load issues, and coordination with technical/HRIS teams for resolution.
- Reporting & Dashboards: support users with Workday reports, dashboards, KPIs, saved views, and operational reporting requirements.
- Other Business Platforms: secondary support across connected platforms, including NetSuite (finance-related user requests, role/access issues, approval workflows, and transaction queries), Boomi integrations (initial investigation of failed syncs and data flow issues), Partner Portal (partner user access, login, and visibility support), and Docusign.
- Ticket & Incident Management: triage, prioritization, SLA-based resolution, escalation handling, documentation, and user communication.
- Process Improvement: identify recurring issues, support gaps, and opportunities to improve user experience and operational efficiency.
Key Responsibilities
- Serve as the primary functional and administrative point of contact for Workday, supporting HR, Finance, Customer Experience, Partner Operations, and Go-To-Market teams.
- Investigate issues related to Workday business processes, security groups, condition rules, reports, calculated fields, workflows, approval steps, and data visibility.
- Triage, investigate, and resolve Workday-related support tickets within agreed SLA timelines, and support users with how-to queries, troubleshooting, and process guidance.
- Collaborate with Workday admins/HRIS teams, QA, business stakeholders, and technical teams to resolve complex or recurring Workday issues.
- Support Workday system enhancements, feature rollouts, process changes, testing activities, and business adoption.
- Extend support as needed across other business platforms, including NetSuite (access, approvals, finance workflows), Boomi integrations (initial issue analysis and coordination with technical teams), and Partner Portal (access and visibility support).
- Maintain SOPs, FAQs, resolution notes, knowledge articles, and support documentation, with a primary focus on Workday.
- Identify support trends, recurring issues, and process gaps across Workday and other platforms, and recommend improvements.
Required Skills & Experience
- 5+ years of experience in business systems support, application support, or IT support operations, with a strong focus on Workday.
- Hands-on experience supporting Workday (HCM, Core HR, or related modules) in a production environment — this is a core requirement for the role.
- Strong understanding of Workday business process configuration, security groups, condition rules, calculated fields, and reporting.
- Experience working with ticketing tools such as Zendesk, ServiceNow, Jira, or similar platforms.
- Strong understanding of incident management, SLA-based support, prioritization, and escalation handling.
- Ability to troubleshoot user issues, identify root causes, and provide clear resolutions.
- Strong communication skills with the ability to work effectively with business users and technical teams.
- Ability to manage multiple priorities in a fast-paced support environment.
- Strong analytical and problem-solving skills with attention to detail.
Good to Have
- Familiarity with Workday integration tools such as EIB, Workday Studio, Core Connectors, or reporting (RaaS) from a functional support perspective.
- Workday Pro certification (e.g., HCM, Core Compensation, Absence, or Security) or similar Workday certification.
- Experience supporting teams across HR, Sales, Finance, Customer Success, Partner Operations, Support, or Go-To-Market functions.
- Exposure to other business platforms such as NetSuite, Boomi, Partner Portal, ERP systems, or other HRIS/finance platforms.
- General understanding of integrations from a functional support perspective.
- Experience creating SOPs, support documentation, knowledge articles, and user training material.
- Experience supporting UAT, system enhancements, and process improvement initiatives.
Ideal Candidate
The ideal candidate is a Workday expert first — someone with strong Workday functional and admin knowledge who can own Workday support end-to-end, from business process configuration to security, reporting, and troubleshooting. They should also be comfortable extending that support to other business platforms as needed, understanding business impact, communicating clearly with users, coordinating with technical teams, and contributing to continuous improvement across support operations.
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Belonging at Mimecast
Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.
We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.