Client Technical Support Consultant III

Globalview Technical Support Consultant

ADP is hiring a GlobalView(GV) Technical Support Consultant. In this position you will be responsible for ensuring the Payroll Specialists are applying consistent methodologies and meeting GlobalView's Service Level Agreement. You will work to ensure activities are performed in a manner that meets ADP and/or client requirements while adhering to ADP standards. You will as needed review and define methodologies or processes and ensure Payroll Specialists are trained following GV requirements, including stellar service. At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

Responsibilities:

• Support level / tier3
• Ensure that the implementation teams deliver work that is defect-free and in compliance with the template
• Ensure ongoing coordination:
• With Application tier3 Support and Payroll Production process owners / leads (knowledge sharing, best practices, talent management, shared contribution to FAQs and knowledge management database)
• With counterpart in Shared Service Center (knowledge sharing, best practices)
• Work with GES team, subject matter experts and Team Leads to assure implementing training for country specifics and readiness for onboarding new clients
• Mentor new team members coming onboard
• Lead the DRIEM Team (Data, Report, Interface, Enhancement Management Team) methodology and processes
• For all upcoming new go-lives, engage adequate resources from DRIEM Team to work with implementation and thus having a smooth and seamless transition
• Manage projects not managed by Project Services
• Manage client escalations and urgent/critical tickets to provide stellar service to clients
• Act as back-up for manager when out of office to ensure day-to-day processes are being performed as usual
• Manage/create root cause analyses (RCAs) for highly escalated issues and provide best practices
• Act as subject matter expert for all the connectors (such as Oracle, Workday) and provide adequate solution to the client
• Create and maintain documentation on the knowledge management site, which will be shared across all teams
• Work with our Loyalty Manager for any post go-live issues (for new clients) to improve the process for other new clients
• Serve as team player and assist all our team members for any technical / non-technical / process / functional-related questions or queries
• Perform other related duties as assigned
• Participate as required in cross regional activities, workshops etc. aiming at sharing and improving on current processes and practices

Required Qualifications:

• At least 5 years of experience leading payroll support teams
• Experience in deploying process across multiple teams
• SAP CRM or knowledge and practice of other Client Relationship Management (CRM) tools
• Excellent understanding and practice of payroll processing procedures
• Fluency in English (oral and written)