Interface Prod Support Analyst

Interface Product Support Analyst I

ADP is hiring an Interface Product Support Analyst I. Are you ready to join a company offering career advancement opportunities throughout your career journey? Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning? Are you looking for an inclusive environment with a culture of collaboration and belonging? If so, this may be an opportunity for you. Read on and decide for yourself.

The Interface Production Support Analyst has advanced knowledge of ADP platforms, tools, and client specific information with an expert ability to navigate those applications. You will gain a thorough understanding of internal ADP departments and their roles in the payroll process. You will take ownership of escalations and perform (tier II level) research and resolution using advanced query skills and a broad network of internal and external SMEs.

You have strong communication skills and are proficient in technical support and problem resolution for complex issues related to all areas of the payroll process. You will demonstrate expertise in one or two areas of payroll administration (manual checks, garnishments, data entry, interface management or payroll processing), and/or one or two database platforms (Autolink, Enterprise, Payforce, Whitney) and can manage multiple tasks while responding effectively to changing priorities. You have strong client communication and presentation skills via conference calls, video meetings, as well as strong written communication skills. You will be consultative with both internal and external clients.

Ready to make your mark? Apply now!

What you can expect on a typical day:

Major Incident Management. Responsible for research and resolution of escalated issues for Payroll, Data Entry, Manual Checks, Garnishments, and primarily Interface Management.

Request Fulfillment. Responding to all inquiries representing all support levels to client retained team, internal MPS and Shared Svc Teams.

Problem Management. Perform trouble shooting, analysis, research and resolution related to all post-payroll processing and communicate resolution with clients and internal MPS teams.

Expert Level Support. Serve as a single point of contact and provide full research and resolution of escalated issues from multiple sources including both internal and external clients while thoroughly documenting all cases in DASH.

Configuration Management. Work very closely with Shared Svc teams to provide information and to test and configure new client startups through both UAT and PAT cycles.

Consult. Serves as consultants to Managed Payroll, Manual Check, Garnishment, Data Entry and Interface Management teams as needed regarding such topics as proper tax/lien setup by state, system errors, report running, historical data edits, technical interface issues and other tasks as needed.

Mentor. Act as an additional resource to assist with training of the Shared Svc and MPS (as required) teams on client specific changes.

Resolution Knowledge. Develop and maintain research and resolution knowledge via the COS Portal.

Expertise. Demonstrate accountability, compliance, and adherence to complete payroll quality standards, ADP policies, SAS70 and confidentiality.

Problem Detection. Identify and resolve systemic or broad client impacting issues related to the client Database and/or Documentation.

Conduct research and work closely with the production teams to help create Production Exception Reports (RCA Documentation) that can be presented directly to our clients and monitor success of resolution.

Audit Support. Identify vulnerabilities and opportunities for improvement, as well as maintain stats and record issues to help develop a trend analysis that will drive improvement in all areas of Shared Services (Work closely with CIG).

Perform data analysis to identify systemic issues and develop and drive implementation of systemic issue prevention plans.

Track and report success of all prevention plans.

Build relationships of trust, respect, and partnership by providing World Class Service to our external clients and our internal production and support teams.

Collaboration. Work directly with production team leadership and external clients to resolve areas of client dissatisfaction and prevent further occurrences.

To succeed in this role:

Required Qualifications:

• 5 years multi-state payroll processing experience or the equivalent in the areas of: Manual Checks, Garnishments, Data Entry, Interface Management OR other directly related work experience to include technical and analysis experience.

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

• Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.