Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.
Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.
Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Canada
About the Opportunity
The purpose of the Engineering Support Analyst is to provide internal tier 3 product and development support for Dayforce Tax and Payment applications. Key stakeholders are internal teams and include Customer Support, Implementation, Trust and Tax Operations, Development and Product Management. Tasks include analysis, in depth trouble shooting & problem solving, documentation, and communication of issues.
The successful candidate will be drawing upon their experience, skills and product knowledge to determine root cause of escalated issues. The ability to effectively manage the communication of these issues and possible solutions to the Business, Product Management, and the Development team is critical. Knowledge of Payroll, Tax and HR systems along with Dayforce business processes will assist in determining appropriate solutions and actions to take with respect to these issues. The candidate will assist in the creation of processes and procedures to meet changing business needs or product functionality to develop strong relationships with stakeholders in the business.
The ideal candidate is a customer centric, creative, a demonstrated technical leader and hands-on contributor working with a variety of technologies and environments with excellent problem solving and multi-tasking abilities.
What you’ll get to do
Manage and own the investigation, analysis and resolution of issues reported on the Dayforce Tax & Payment product suite
Serve as an internal subject matter expert, consultant and analyst to ensure high stakeholder satisfaction
Work proactively with the Development team to diagnose and determine cause of issues encountered during support of the products and determine strategies to eliminate recurring problems for our internal and external customers
Create documentation including Known issues and Informational Bulletins and assists in the creation of Technical Support Plans, Tiered Support Plans, workarounds and resolution avenues
Aid in identifying improvements to existing processes and ensure quality communication of changes
Coordinate with other areas of the Dayforce business to roll-out initiatives in a timely fashion
Participate in Organizational Readiness activities to ensure that Engineering Support activities related to new functionality and releases are identified and implemented
Gather and analyze support data to recommend departmental enhancements
Act as a representative of the Engineering Support Team, to ensure business needs are met
Skills and experience we value
Proficiency with SQL and an understanding of relational database systems.
Experience trouble shooting web-based applications
Experience in creating Ad Hoc and parameterized reports
Strong analytical skills; demonstrated ability to bring high complexity customer issues to resolution
Experience in development and tier 3 support environments and building/implementing support mechanisms
Previous experience in the Microsoft Azure or Cloud environments preferred
Proven experience with technical trouble-shooting using multiple tools and methodologies
Superior verbal and written communication skills
Experience in facilitation of meetings geared to drive out requirements from stakeholders
Negotiation skills to manage conflicting needs and bring about consensus on issues
Experience supporting applications in a .NET web framework
Understanding of product development lifecycle and processes
Excellent time management and problem-solving skills
Ability to work effectively and estimate tasks within a project schedule
Thorough, concise and detail-oriented
Strong team player who can work cross-functionally
Post-secondary education in a technical field and a minimum 2 – 5 years’ experience working in a technical, development, or customer system support environment or equivalent
Knowledgeable in Payroll and Tax HR systems and products an asset
Experience with tools set such as Azure Application Insights, Kubernetes, Azure Cloud Storage Solutions, and Kafka messaging, and API driven software support an asset
May be required to work beyond normal working hours, including on-call, and supporting of product release activities
Basic dexterity and coordination required to use PC products
Must be able to work within strict deadlines and accuracy requirements
What’s in it for you
Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
We encourage individuals to apply based on their passions.
Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.
About the Salary Ranges
Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.
Proficiency in English is required for this position as this role will regularly interact with English-speaking stakeholders, co-workers, managers and/or clients across the world. Further, our back office support teams, including but not limited to Human Resources, are primarily English speaking. Employees need to be able to communicate with these departments in English to appropriately administer their business relationship. Due to the significant high volume of interactions with these English-speaking co-workers, managers, stakeholders and/or clients, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.
Fraudulent Recruiting
Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud
