EDM Support Consultant (Workday Product)

Key Responsibilities

• Provide configuration, troubleshooting, and advisory EDM support to customers post-deployment.
• Deliver services within agreed SLAs, ensuring high customer satisfaction.
• Manage and prioritize 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.
• Able 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.
• Able to manage competing priorities and resolve issues independently.
• Able to communicate clearly and effectively with customers and colleagues, including in a remote working situation.
• Able to work within (remote) teams and alongside customers, as well as on your individual tasks with no supervision.
• Able to maintain high quality, accuracy, and attention to detail in all work.
• 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, ISO-2000 principles and best practices.
• Experience with JIRA Service Desk.
• Experience in a Support environment or post deployment services.
• Embracing a proactive, solutions-oriented mindset, with a desire to continuously learn and grow.