As aWorkday EDM Support Consultant,you’llbe part of a collaborative and fast-paced support team delivering post-deployment services and ongoing support to our global EDM customers. The team environment is built around shared ownership, continuous learning, and supporting one another while managing customer interactions, system updates, and issue resolution in line with agreed SLAs.

This role blendscustomer-facing consulting with hands-on solution support, giving you exposure to real-world challenges across a diverse client base.You’llwork closely with customers to understand their needs,investigateand troubleshoot issues, and provide clear, pragmatic solutions, while also collaborating with internal teams such as product, engineering, and delivery.You’lltake ownership of support requests end-to-end, balancing responsiveness with quality and helping customers get ongoing value from their EDM solution.

Beyond day-to-day support,you’llcontribute toknowledge sharing, process improvement, and the evolution of the EDM support offering, helping shape how the teamoperatesas it scales. The support environment at Kainos values curiosity, accountability, and teamwork, offering opportunities to grow your technical skills, deepen your Workdayexpertise, and make a tangible impact for both customers and colleagues

Key Responsibilities

• Provide configuration, troubleshooting, and advisoryEDMsupport to customers post-deployment.

• Deliver services within agreed SLAs, ensuring high customer satisfaction.

• Manage and prioritise incoming requests,identifyingroot causes and resolving issues effectively.

• Support recurring releases and deployments, helping customers adopt new features and updates.

• Work collaboratively across internalSupport Teams.

• Contribute toknowledgebase developmentto support internal learning and customer self-serviceby documenting complex troubleshooting steps and solutions.

• Ensure compliance with data security, privacy, and governance standards in all configurations and processes.

• Serve asapoint of contact for supporting Service Managers in handling and resolving customer escalations.

Minimum (Essential) Requirements:

• Goodcustomer focus andsomeexperience in a customer-facing role,consulting environment.Willingto understand customer needs and build relationships. Able to understand when to escalate issueswhenappropriate..

• Basicunderstanding 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,maintaininghigh quality,accuracyand 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 andensures security of information at all times.

Desirable Skills

• Workday certification in HCM, Payroll, or Financials.

• Awareness ofITIL,ISO-2000principles and best practices

• Experience with JIRA Service Desk

• Experience ina Support environment orpost deployment services