Note: The job is a remote job and is open to candidates in USA. 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
Benefits
- Opportunities to grow your technical skills and deepen your Workday expertise
- Remote working arrangement
Company Overview