EDM Support Consultant (Workday Product)

Summary

Kainos is a people-first company that delivers digital services and Workday solutions. The Workday EDM Support Consultant provides post-deployment configuration, troubleshooting, advisory support, and customer service while managing requests, resolving issues, supporting releases, and contributing to knowledge sharing and process improvement.

Responsibilities

• Provide configuration, troubleshooting, and advisory EDM support to customers post-deployment
• Deliver services within agreed SLAs, ensuring high customer satisfaction
• Manage and prioritise incoming requests, identifying root causes and resolving issues effectively
• Support recurring releases and deployments, helping customers adopt new features and updates
• Work collaboratively across internal Support Teams
• Contribute to knowledge base development to support internal learning and customer self-service by documenting complex troubleshooting steps and solutions
• Ensure compliance with data security, privacy, and governance standards in all configurations and processes
• Serve as a point of contact for supporting Service Managers in handling and resolving customer escalations

Skills

• Good customer focus and some experience in a customer-facing role, consulting environment. Willing to understand customer needs and build relationships. Able to understand when to escalate issues when appropriate
• Basic understanding of Workday products either/or HCM/Financials/Payroll as well as any specialist Capability
• Ability to manage competing priorities and resolve issues independently
• Clear and effective communicator, able to communicate with customers and colleagues with credibility and empathy, including in a remote working situation
• Capable of working within (remote) teams and alongside customers, as well as on your individual tasks with no supervision
• Able to apply all relevant standards and procedures to your own work, maintaining high quality, accuracy and attention to detail
• A proactive, solutions-oriented mindset, with a desire to continuously learn and grow
• Aware of the importance of confidentiality and non-disclosure policies and/or agreements and ensures security of information at all times
• Workday certification in HCM, Payroll, or Financials
• Awareness of ITIL, ISO-2000 principles and best practices
• Experience with JIRA Service Desk
• Experience in a Support environment or post deployment services

Qualifications

Must Haves

• Good customer focus and some experience in a customer-facing role, consulting environment. Willing to understand customer needs and build relationships. Able to understand when to escalate issues when appropriate
• Basic understanding of Workday products either/or HCM/Financials/Payroll as well as any specialist Capability
• Ability to manage competing priorities and resolve issues independently
• Clear and effective communicator, able to communicate with customers and colleagues with credibility and empathy, including in a remote working situation
• Capable of working within (remote) teams and alongside customers, as well as on your individual tasks with no supervision
• Able to apply all relevant standards and procedures to your own work, maintaining high quality, accuracy and attention to detail
• A proactive, solutions-oriented mindset, with a desire to continuously learn and grow
• Aware of the importance of confidentiality and non-disclosure policies and/or agreements and ensures security of information at all times

Nice to Haves

• Workday certification in HCM, Payroll, or Financials
• Awareness of ITIL, ISO-2000 principles and best practices
• Experience with JIRA Service Desk
• Experience in a Support environment or post deployment services

Benefits

• Opportunities to grow your technical skills and deepen your Workday expertise
• Remote working arrangement