Workday Edm Lead Support Consultant

Workday EDM Lead Support Consultant

Deliver post-deployment support and ongoing services to global EDM customers, managing customer interactions, system updates, and issue resolution in line with agreed SLAs.

• 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 utilisation and ensure support consultants maintain efficiency and remain effective.
• Maintain regular 1‑1s with support team consultants, acting as the first point of contact for work or personal concerns.
• 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.
• Work 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.

• Very strong customer focus and experience in a customer‑facing consulting environment.
• Very strong understanding of Workday products (HCM, Finance, Payroll) and any specialist capabilities.
• 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 individual tasks with no supervision.
• Ability to apply all relevant standards and procedures to 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 agreements, and always ensuring the security of information.
• Strong sense of commerciality and a holistic view of EDM.
• Strong desire to mentor others and able to give both positive and constructive feedback.
• Workday certification in HCM, Payroll, or Financials.
• Awareness of ITIL, ISO
  20000 principles and best practices.
• Experience with Jira Service Desk.
• Experience in a support environment or post‑deployment services.