Client Tech Support Consultant Iii

7 months ago

Dartmouth, Canada ADP Full time

**NOTE**:The selected applicant for this role will be expected to work within a hybrid work model (3 days per week onsite in the office, 2 days per week from home) in one of the below office locations:

- Alpharetta, GA
- El Paso, TX
- Dartmouth, Nova Scotia (Canada)

**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**:

- Ensure that the implementation teams deliver work that is defect-free and in compliance with the template
- Ensure ongoing coordination:

- With Application 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)
- 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
- 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)
- Robust and in-depth SAP HCM configuration experience is **highly preferred**:

- 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)
- Knowledge of ADP Interfaces and Connectors Preferred

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Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions. We offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched Retirement Savings, Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more. The compensation for this role is $75,600.00 - $202,590.00 / Year

**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.

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