As a Workday PSA Consultant in Kainos, you will play a critical role in supporting our global customers post-deployment. You’ll be responsible for configuring, troubleshooting, and optimising solutions, ensuring our clients continue to derive value from their Workday investment.
This is a hands-on, client-facing role suited to experienced consultants who thrive in fast-paced environments and are passionate about delivering exceptional support. You will also help develop the skills of junior team members and contribute to a culture of continuous improvement.
Key Responsibilities
· Efficiently manage and prioritise incoming Workday tickets to ensure timely resolution and high client satisfaction.
· Perform accurate triage of support cases, assessing case type, impact, urgency, and priority.
· Ensure compliance with Service Level Agreements (SLAs), particularly around Target Response and Fix Times.
· Collaborate with the Functional Manager to review ticket volumes and drive process improvements and best practices.
· Participate in client meetings to provide insight, suggest improvements, and deliver enhancements.
· Mentor junior consultants and actively promote a culture of knowledge sharing, accelerating team capability development.
· Identify opportunities for improving internal tools, templates, and support delivery processes.
MINIMUM (ESSENTIAL) REQUIREMENTS:
• Deep understanding of Workday PSA (Product Lead in the Workday ecosystem is ideal but not mandatory)
• Excellent customer focus, able to assess customer needs, build relationships and manage customer expectations
• Excellent communicator, able to communicate with customers and colleagues with impact and credibility
• Strong commercial awareness and complete understanding of project and business dynamics
• Broad business and technology experience and a good awareness of industry trends and their potential impact on product
• Ability to work to tight deadlines and make sensible decisions under pressure taking a balanced view of customer demands and Kainos commercials
• Ability to widen and maintain a network of external contacts
• Excellent consulting skills e.g. leading largescale workshops with multiple stakeholders, liaising confidently and effectively with senior executives
• Regular participant in sales activities and responsible providing input to work estimates
• Understanding of risk management and able to manage risk within the capability
• Support the operations function ensure that our consultant pool is used in the most commercially advantageous way, balancing development needs and personal preferences
• Commercial understanding of utilization within a services organization and the importance of these targets
• Able to rotate through various Workday delivery services specifically Consulting and Application Management Services
• Able, if required, to travel to customer sites in the same region (minimal out of region travel may also be required)
DESIRABLE:
• Professional qualifications where applicable in your Capability
• Develop and deliver products/offerings and services that differentiate Kainos in the marketplace
• Identify talent for rapid development within the capability
• Experience of managing, mentoring and developing teams
So what are you waiting for? Let’s write the next incredible chapter of our story together.
Embracing our differences
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. We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also believe every candidate deserves a level playing field. Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out. We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.
