Lead EDM Support Consultant
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Job Description
Lead EDM Support Consultant providing configuration, troubleshooting, and advisory services at Kainos. Delivering high-quality post-deployment support 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.
- Manage Team Utilization and ensuring support Consultants maintain efficiency and remain effective.
- Maintaining regular 1-1s with support team consultants and acting as first point of contact for work or personal concerns.
- Ensuring Support Team consultants are supported in achieving departmental goals, KPI’s and OKR’s.
- 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.
- Working with Service Managers to ensure compliance with data security, privacy, and governance standards in all configurations and processes.
- Help support Service Managers with customer transfers into Live-Support.
- Serve as a point of contact for supporting Service Managers in handling and resolving customer escalations.
Requirements:
- Very Strong 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.
- Very strong 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 always ensures security of information.
- Very strong sense of commerciality and a strong holistic view of EDM.
- Strong desire to mentor others and able to give both positive and constructive feedback to others.
Benefits:
- Professional development opportunities
- Flexible working hours
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