EDM Support Consultant – Workday Product

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Provide configuration, troubleshooting, and advisory EDM support to customers following deployment.

• Deliver services within established SLAs while ensuring high levels of customer satisfaction.

• Manage and prioritize incoming requests efficiently.

• Identify root causes and effectively resolve issues.

• Support recurring releases and deployments.

• Assist customers in adopting new features and updates.

• Collaborate with internal support teams as well as product, engineering, and delivery teams.

• Enhance the knowledge base by documenting complex troubleshooting steps and solutions.

• Ensure adherence to data security, privacy, and governance standards.

• Assist Service Managers with customer escalations.

• Oversee customer interactions, system updates, and issue resolution from start to finish.

• Contribute to knowledge sharing, process enhancement, and the evolution of the EDM support offering.

⛳️ Requirements

• Strong customer focus with some experience in customer-facing roles or consulting environments.

• Willingness to understand customer needs and foster relationships.

• Ability to discern when to escalate issues appropriately.

• Basic knowledge of Workday products, including HCM, Financials, Payroll, or specific capabilities.

• Capacity to manage competing priorities and resolve issues independently.

• Clear and effective communication with customers and colleagues, even in remote work situations.

• Ability to work within remote teams, alongside customers, and independently without supervision.

• Capability to apply relevant standards and procedures while ensuring quality, accuracy, and attention to detail.

• Proactive, solutions-oriented mindset with a desire for continuous learning and growth.

• Understanding of confidentiality and non-disclosure policies and/or agreements.

• Commitment to information security.

• Workday certification in HCM, Payroll, or Financials is preferred.

• Familiarity with ITIL and ISO-20000 principles and best practices is advantageous.

• Experience with JIRA Service Desk is desirable.

• Background in a support environment or post-deployment services is preferred.

🏝️ Benefits

• People-first culture.

• Opportunities for growth and professional development.

• Possibilities to enhance technical skills and deepen Workday expertise.

• Commitment to diversity, equity, and inclusion.

• Support for candidate accommodations and a tailored recruitment process.