Workday Post-Deployment PSA Consultant

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