Lead Integration Service Consultant

4 months ago

Dartmouth, Canada ADP Full time

**A**
**DP** (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.

ADP's Global Integration Center
**GIC**) delivers connectivity solutions to large, multinational clients and provides design, implementation and comprehensive consulting and client service for HCM to payroll integration solutions.

As
**Lead Global Integration Service Consultant** you provide
**technical support** and
**system maintenance** activities to
**global clients** who have implemented integration between their HR system of record and one of our payroll platforms (like GlobalView or Celergo).

**This role is right for you if you enjoy** assisting customers with technical questions, you know how to troubleshoot and find solutions - thereby helping them to use the our solutions effectively.

**TECHNICAL TASKS**:

- Monitor system integration errors and proactively support clients in order to resolve issues in a timely manner
- Responsible for client system maintenance on global/regional level: make configuration system changes for all countries within scope
- **Set up complex tickets** of global/regional scope in our service tool (Siebel), following the design and input from the Global Integration Architect (GIA)
- **Create test cases** and cooperate with GTT (Global Testing Team) in **regression testing** for monthly feature packs; coordinate testing in your region
- Keep **client specific documentation** up to date
- Receive **training and knowledge **on new integration features released by the ADP product team as well as features released by the HCM System provider (SuccessFactors / Workday / Oracle)

**CLIENT-FACING RESPONSIBILITIES**:

- Ensure **new integration clients are on-boarded and stabilized** in alignment with all other non HCM/PY functionality
- Participate in **transition process** from implementation to ongoing service
- Help **define the cross functional service scope**, responsibilities, and a delivery list with your client
- Take ownership of **regular review** of all open global/regional tickets and provide regular updates to the GIA. **Handle escalations** with appropriate complaint handling procedures.
- **Address recurring **or unresolved problems faced by the client, **provide analysis**, and propose solutions, involve product management where necessary and manage the configuration, test and release of the solution to the client's satisfaction.
- Support other activities such as **user training** delivery

**INTERNAL COLLABORATION**:
In GIC, we handle multiple products and HR integrations. Our success is fueled by our ability to effectively communicate and collaborate with many different internal teams.
- Closely co-operate with Global Integration Architect (GIA) on global process alignment
- Support the GIA in **estimating effort and cost** for Customer Change Requests (CCR) and regional or global implementation activities
- Act as a single point of client services contact for any internal technical discussions

**WHAT WE OFFER**
- Integration in a team of **experienced professionals** where you can show your skills, learn and **grow in your career**:

- **Structured onboarding** and training curriculum and **buddy system** to give you a smooth start
- **Flexible working** hours and hybrid work schedule (office/home)
- A **stable business environment** in a people-centered company who is also the **market leader** in business process outsourcing for HR and payroll services

WHAT YOU BRING
- Fluency in English (oral and written)
- Strong initiative and enthusiasm for solving technical support questions
- Good analytical skills
- Familiar with MS Office suite, SharePoint, Webex
- Experience with ticketing systems or client relationship management tools, (ex. Siebel)
- Minimum 4 years of relevant experience
- Knowledge of HCM systems like SAP / SuccessFactors / Oracle / Workday or similar **is a plus**:
**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to 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, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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