Customer Service Analyst Two Jobs in Seattle, WA

Join Tessera and make a difference.

Tessera is a national leader in creating meaningful employment opportunities for individuals with disabilities and veterans. We are a dynamic and growing organization of social entrepreneurs dedicated to building strong communities and delivering exceptional service.

About Tessera:

• A recognized leader in inclusive employment and workforce development.

• A mission-driven team of innovative and passionate professionals.

• Operating self-sustaining businesses across 15 states and the District of Columbia, with a workforce of more than 2,000 employees.

• Committed to providing outstanding customer experiences across all service lines.

• Focused on supporting employee growth through robust training, development, and support programs.

Our Bremerton, Washington Home Office supports nationwide operations with a highly skilled and motivated team specializing in finance, human resources, vocational and workforce development, information systems, strategy, business development, communications, marketing, quality, safety, learning, and more.

Location: Bremerton, Washington (A remote work agreement will be considered for qualified candidates that live outside of a commutable distance of Bremerton, WA.)

Type: Exempt

Compensation: $85,200.00 - $123,500.00 per year

Work Schedule: Full-time, Monday - Friday 7:30 am - 4:00 pm (flexible start and end times depending on scheduling needs)

As a Business Analyst II, you'll... The Business Analyst II serves as a key member of the Workday team responsible for supporting production operations, delivering system enhancements, and partnering with business stakeholders to improve processes and optimize the use of Workday.

This role supports Human Resources, Benefits, Payroll, Recruiting, Workforce Development, Finance, and Operations by gathering requirements, configuring Workday solutions, troubleshooting issues, supporting testing efforts, and delivering small-to-medium initiatives. The Business Analyst II will own a significant portion of the Workday support queue while developing expertise across multiple functional areas and contributing to strategic Workday projects.

The position partners closely with business stakeholders, subject matter experts, project teams, vendors, and internal Workday resources to ensure solutions align with business objectives, compliance requirements, and operational needs.

• Serve as a primary owner of Workday support requests, incidents, and service tickets.

• Investigate, troubleshoot, and resolve Workday issues across assigned functional areas

• Gather and document business requirements.

• Facilitate stakeholder meetings and working sessions.

• Configure and maintain Workday business processes, notifications, eligibility rules, reports, and organizational structures.

• Support configuration activities across Core HCM, Benefits, Recruiting, Absence, Time Tracking, and related Workday modules.

• Lead small-to-medium Workday projects and enhancements.

• Support larger cross-functional initiatives led by senior team members.

• Facilitate current-state and future-state process discussions.

• Conduct impact assessments and identify risks, dependencies, and process gaps.

• Coordinate testing, validation, and deployment activities.

• Develop and maintain process documentation, training materials, and support procedures.

• Partner with vendors and implementation partners to validate requirements and support solution delivery.

• Monitor recurring issues and recommend process or system improvements.

• Support release testing and post-production validation activities.

• Provide end-user support, guidance, and training as needed.

• Collaborate across HR, Payroll, Benefits, Finance, Workforce Development, Operations, and IT.

• Participate in continuous improvement initiatives that increase efficiency, compliance, and user adoption.

• This position is expected to be fully remote and may be performed from any approved U.S. location. Candidates must maintain a professional home office environment with reliable internet access and the ability to participate in virtual meetings and collaboration.

• All Other Duties as Assigned.

You'd make an excellent Business Analyst II if you:

• Consider yourself a people person.

• Love working on collaborative teams.

• Are dedicated to internal and external customer service.

• Take pride in your work.

• Are drawn to serving others and want to challenge yourself through mission-driven work.

Tessera is proud to offer a comprehensive compensation and benefits package to our eligible part-time and full-time employees.

• Medical, Dental, Vision, Life & Short-Term Disability Insurance

• Elective 401(k) retirement plan with a 3% employer discretionary contribution after 90-days of employment

• Flexible Spending Accounts for both medical and dependent care

• 11 paid federal holidays, accrual of 12 paid days of vacation, paid sick leave

• Potential shared earning bonus

• Tuition assistance is available after 1 year of employment and potential scholarships for qualified dependents

• Professional development, certifications, and training opportunities

• Verizon wireless discount

• Employee Assistance Program (EAP), and an engaging wellness program

• Public Service Loan Forgiveness eligibility for full-time employees

Core Competencies:

Purpose - Understands and supports Tessera's mission of creating opportunities for people with disabilities and veterans. Demonstrates commitment to inclusion and equitable opportunities for all.

Values - Inclusion: Treats others with dignity and respect, demonstrates awareness of people of all abilities, and contributes to an inclusive workplace. Partnership: Works collaboratively with coworkers, supervisors, and stakeholders to achieve shared goals. Integrity: Acts honestly and takes accountability for actions and results.

Safety Mindset - Follows all safety procedures and takes ownership of personal safety. Speaks up about hazards, concerns, and opportunities to improve safety. Participates in safety initiatives and continuous improvement efforts.

Operations Excellence - Completes work with quality, reliability, and attention to detail. Follows through on commitments, takes ownership of responsibilities, and contributes to team success through collaboration and consistency.

Customer Service - Treats customers, coworkers, and stakeholders with professionalism and respect. Communicates clearly and represents Tessera positively in all interactions.

Summary of desired skills and experience for the Tessera Business Analyst II:

• Bachelors degree in Information Systems, Computer Science, Management Information Systems, Human Resources, Business Administration, Organizational development, or a related field is required.

• 3 - 5 years of previous experience with HRIS, Technology, ERP, Human Resources, Business Systems, Government Contracting, Organizational Development, or related field is required.

• Combination of previous experience and education will be considered.

• Certifications in Workday Pro, Project Management (PMP, CAPM or equivalent), or Business Analysis (CBAP, CCBA or equivalent) are highly preferred.

• Must have strong core HCM configuration and Payroll process knowledge.

• Previous experience leading medium to large initiatives, supporting organizational change initiatives, working with external software vendors, supporting enterprise-wide HR technology platforms, and experience supporting Junior Analysts is highly preferred.

• Must have knowledge of reporting and analytics development, integration troubleshooting and support

• Ability to develop future-state process designs, analyze complex business requirements and recommend solutions, and balance operational support with strategic initiatives and project delivery

• Must have strong written and verbal communication skills

• A valid state driver's license is preferred with the ability to obtain and maintain coverage by Tessera's insurance.

• Access to a federal military installation requires a REAL ID-compliant driver's license or an acceptable alternative, such as a U.S. passport or military ID, in accordance with the REAL ID Act. Please visit this website for more information: https://www.dhs.gov/real-id.

• Must be able to obtain and maintain applicable security clearances and installation access. A background check and E-Verify will be conducted for this position.

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*** Access to a federal military installation requires a REAL ID-compliant driver's license or an acceptable alternative, such as a U.S. passport or military ID, in accordance with the REAL ID Act.

Please visit this website for more information: https://www.dhs.gov/real-id.

To Apply: Visit our website at www.tessera.org to complete an application.

Current Employees: need to log into their Workday to apply through the Jobs Hub. Please reach out to your Recruiter if you need assistance.

Tessera is a national non-profit, government contractor that is dedicated to "Creating Opportunities for People with Disabilities" through hiring and supporting individuals with disabilities and veterans with disabilities. We take pride in our mission-focused culture, our Core Values, Diversity, Partnership, Commitment, Integrity, and Quality, and our dedication to providing a safe and respectful work environment to our employees.

Individuals with disabilities are encouraged to apply.

Tessera is here to help you with the recruitment process.

If you require an accommodation or support, please contact us at

(360) 475-0756 ext. 349, or emailrecruiting@tessera.org.