Senior Integration Services Consultant - Barcelona, España - ADP

ADP

Empresa verificada

Barcelona, España

hace 3 semanas

Publicado por:

Isabel García

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Descripción

GIC Service Organization

Global Senior Integration Service Consultant

Overview:

ADP (Automatic Data Processing) is the largest BPO provider for payroll and HR services.

The company was founded in the USA in 1949, and in Europe, has been present for over thirty years.

GV is ADP's organization committed to providing World Class Service to large multi-local clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.

Role objective:

As a member of ADP's GIC Client Service team, the Global Integration Service Consultant will be responsible for providing global technical support to our live global clients and system maintenance activities across the regions of his/her responsibility according to defined SLAs (service level agreements).

Responsibilities:

Provide service/ support to customers using HCM integration with client's HR system of record on global/regional platform

GUIDING PRINCIPLES

Responsible for client system maintenance on global/regional level = make configuration system changes on behalf of all countries within his/her regions of responsibility
Responsible to support also other activities related to client service such as user training delivery, additional after golive system configuration activities etc.
Closely cooperate with Global Integration Architect (GIA) on global alignment
Take responsibility for testing coordination within the regions
Support the GIA in case of any issue/CCR (Customer Change Request) estimates and regional/global implementation activities
Responsible for consistency message and quality level of service across regions
Become a regional CS single point of internal contact for any technical discussion topics related to global integration functionality

TECHNICAL RESPONSIBILITIES

Monitor Integration errors for live clients
Proactively react to integration issues
Support all integration issues related to integration mapping
Responsible to deliver technical solution for global tickets
Responsible to set up complex global/regional integration tickets/CCR analysed and designed by the GIA in the system
Create test cases and cooperate with GTT (Global Testing Team) in regression testing after monthly feature packs
Keep client specific documentation up to date
Get trained and knowledgeable on new integration features released by ADP product
Get trained and knowledgeable on new integration features released by System of Record
SOR (SuccessFactors/WorkDay/Oracle)

The tasks to be performed in the Customer Change Request process are as follow:

Participate on the quotation preparation of customer change requests and support the GIA in analysis and estimating the budget
After validation ensure modification in the integrated solution are consistent with ADP GV/CSL global template
Regional/global testing and validation responsibility
Participate on the training of new service team members on ADP GV/CSL guidelines & processes

PROBLEM RESOLUTION

Take ownership of regular review of all open global/regional tickets and provide regular updates to the GIA
Be in charge to address ongoing problems faced by the client when they use system if the case has been escalated to him/her by the first line relation center.
Analyze the problem on a global level, estimate and propose the resolution process, with the possible support of a product management.
Manage the configuration, test the changes, and then ensure that the changes are available for the client.
Ensure that the client is satisfied with the solution.
Cooperate closely with the GIA on the global alignment across the regions

- a) Ensure new integration clients are on-boarded and stabilized in alignment with all other non HCM/PY functionality

Participate in transition process between implementation phase to service support phase and review the learning points
Participate in defining cross functional service scope, responsibilities, and a delivery list with client

- b) Ensure Internal communication and further co-ordination

Keep Leadership team updated on HCM integration matters and GIC Client Service team progress and procedures

Qualifications:

Experience/Skills:

Fluency in English (oral and written)
Strong client service orientation
Good analytical skills
Ability to communicate clearly
Perfect understanding and practice of HR processing procedures
Ability to work in a team environment
Excellent verbal and written communication skills
Strong initiative and enthusiasm
PC literate (Windows, Excel, Word)
Knowledge and practice of Client Relationship Management tools
Perfect understanding and practice of global HCM processing procedures including global payroll solutions (previous SAP/SF/ORACLE/WORKDAY experience needed)
Minimum 4 years of relevant experience

**Key Inter