Principal Business Process Analyst

Workday
California
Workplace: RemoteFull timeUSD 147,800 - 221,800 annuallyFunction: Communications, PR & CommunityExperience: 10+ yearsSkills: ["Analytical thinking","Problem-solving","Written communication","Verbal communication","Documentation"]

Analyze knowledge trends and support operations to drive process improvements and enhance Workday’s knowledge ecosystem for global Customer Support. Coordinate creation and maintenance of knowledge articles, evaluate knowledge usage and AI agent interactions, and partner with technical, product, and engineering teams to improve integration and effectiveness of digital AI tools. Use data, metrics, and frameworks (KCS, Lean, Six Sigma, BPMN) to deliver measurable, customer-impacting change.

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FursaFursa
Workday
Workday
3 days ago

Principal Business Process Analyst

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Last checked: 13 hours agoStatus: Live

Job Summary

Analyze knowledge trends and support operations to drive process improvements and enhance Workday’s knowledge ecosystem for global Customer Support. Coordinate creation and maintenance of knowledge articles, evaluate knowledge usage and AI agent interactions, and partner with technical, product, and engineering teams to improve integration and effectiveness of digital AI tools. Use data, metrics, and frameworks (KCS, Lean, Six Sigma, BPMN) to deliver measurable, customer-impacting change.
Location: California
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Coordinate and implement processes for creating and maintaining knowledge articles to improve self-help and digital AI tools.
  • •Analyze knowledge usage and industry trends alongside customer interactions to identify opportunities for knowledge base enhancements and AI capabilities.
  • •Collaborate with technical teams to integrate the knowledge management system with other platforms for improved analysis of data, logs, and configurations.
  • •Map, analyze, and evaluate support processes to produce process documentation, including process flows and SOPs, aligned to product teams’ needs.
  • •Plan and deploy new knowledge projects using KCS and AI/ML frameworks, and lead process improvement initiatives using Lean/Six Sigma.

Pay and Benefits

Salary: USD 147,800 - 221,800 annually

Key Requirements

  • •10+ years in a Business Process Analyst, Process Manager, or similar role, preferably in global customer support or software.
  • •5+ years in knowledge management tools, processes, and KCS methodologies.
  • •Experience defining, diagnosing, documenting business processes and using metrics for process and performance measurement.
  • •Demonstrated process mapping and improvement experience using frameworks such as BPMN, Lean, or Six Sigma.
  • •Strong project management and collaboration tool proficiency (e.g., Workfront, Google docs, Smartsheet, MS Project).
Experience:10+ years
Skills:Analytical thinkingProblem-solvingWritten communicationVerbal communicationDocumentation
Certifications:Six Sigma
Tech Stack:TableauPivot tablesVisioLucidchartMiroWorkfrontGoogle docsSmartsheetMS ProjectBPMNLeanSix SigmaKCS

Company Brief

Workday
Provides cloud-based enterprise applications for human capital management, financial management, payroll, and analytics. Delivers unified HR and finance software suites to large organizations, enabling workforce planning, talent management, payroll, and financial reporting.
Industry: HR Tech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Pleasanton, United States
Founded: 2005
WebsiteLinkedIn