Lead EDM Support Consultant in London

Join Kainos and shape the future. At Kainos, we're problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. 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.

As a Lead 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.

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.
• Manage Team Utilization and ensure support Consultants maintain efficiency and remain effective.
• Maintain regular 1-1s with support team consultants and act as 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.
• 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.

Minimum (Essential) 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.
• 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.

Desirable Skills:

• Workday certification in HCM, Payroll, or Financials.
• Awareness of ITIL, ISO20000 principles and best practices.
• Experience with JIRA Service Desk.
• Experience in a Support environment or post-deployment services.

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.