Position DescriptionADP (Automatic Data Processing) is the largest BPO provider for payroll and HR services.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.SUMMARYAs 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 our solutions effectively.Technical tasks: Monitor system integration errors and proactively support clients in order to resolve issues in a timely mannerResponsible for client system maintenance on global/regional level: make configuration system changes for all countries within scopeSet 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 dateReceive 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 functionalityParticipate in transition process from implementation to ongoing serviceHelp define the cross functional service scope, responsibilities, and a delivery list with your clientTake 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 collaborationIn 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 alignmentCo-ordinate the creation and update internal technical communication across the regions with local application support teamsSupport the GIA in estimating effort and cost for Customer Change Requests (CCR) and regional or global implementation activitiesAct 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 careerStructured onboarding and training curriculum and buddy system to give you a smooth startFlexible 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 questionsGood analytical skillsFamiliar with MS Office suite, SharePoint, WebexExperience with ticketing systems or client relationship management tools, (ex.Siebel) Minimum 2 years of relevant experienceKnowledge of HCM systems like SAP / SuccessFactors / Oracle / Workday or similar is a plusKnowledge of system integration components (API's, SFTP, middleware, databases, backend, frontend applications) is a plus
