EDM Support Consultant (Workday Product)

Join Kainos and Shape the Future  At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together. We believe in a people-first culture , where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration. Ready to make your mark? Join us and be part of something bigger. As a   Workday EDM Support Consultant ,   you’ll   be 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 blends   customer-facing consulting with hands-on solution support , giving you exposure to real-world challenges across a diverse client base.   You’ll   work closely with customers to understand their needs,   investigate   and troubleshoot issues, and provide clear, pragmatic solutions, while also collaborating with internal teams such as product, engineering, and delivery.   You’ll   take 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’ll   contribute to   knowledge sharing, process improvement, and the evolution of the EDM support offering , helping shape how the team   operates   as it scales. The support environment at Kainos values curiosity, accountability, and teamwork, offering opportunities to grow your technical skills, deepen your Workday   expertise , and make a tangible impact for both customers and colleagues   Key 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.   Minimum (Essential) Requirements:   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 .   Desirable Skills   Workday certification in HCM, Payroll, or Financials.   Awareness of   ITIL,   I SO -2000   principles and best practices   Experience with JIRA Service Desk   Experience in   a Support environment or   post deployment services   Embracing our differences     At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive.   We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are.   We also believe every candidate deserves a level playing field.  Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out.  We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.