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)

Preferred Qualifications

Preference will be given to candidates who have the following:

• Strong client service orientation
• Good analytical skills
• Ability to work in a team environment
• Excellent verbal and written communication skills
• Strong initiative and enthusiasm
• PC literate (Windows, Excel, Word)
• Very good understanding of ADP applications, payroll procedures Knowledge of ADP Interfaces and Connectors Preferred

A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace.