Client Tech Support Consultant III

ADP is hiring a Sr SAP HCM Payroll Consultant (Client Tech Support Consultant III). In this position you will deliver configuration/consulting services to ADP GlobalView SAP clients within the parameters of the GlobalView solution and services. You will work to ensure clients experience World Class service when engaged. 

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.

 

Role Objectives: As a member of the GlobalView Application Support team you will be responsible for providing 2nd and 3rd level post-live issue resolution within Service Level Agreement timeframes - specifically investigation, solution identification, recommendation, configuration, unit testing and solution documentation.

RESPONSIBILITIES:

• Analyze support issues logged in accordance with clients’ SLA.
• Prepare functional specifications and change control requests, including design and configuration details.
• Provide consulting services to client base.
• Perform Configuration and resolve client issues based on the ticketing system/CRM.
• Provide guidance on design and configuration of complex solutions as well as provide functional/technical expertise.
• Knowledge of FICA limits, Tax Reporter, SAP Note / BSI TUB updates and Year End activities.
• Ensure client and support center documentation are maintained.
• Deliver effective client communications and ticket management/resolution via CRM.
• Ensure that customer needs are addressed; work with GlobalView Product Manager on items that are not currently part of client's current offering.
• Communicate effectively with ADP ancillary services.
• Liaise with Service Delivery Coordinators / Account Management.  
• Attend client facing meetings as required.
• Apply specialist knowledge in country and/or functional area to improve solution and services with a whole client approach.
• Provide mentoring support and guidance to other consultants on areas of expertise.
• Performs other related duties as assigned.
• Up to 10% client travel required.

Technical Skills Needed:

• Strong SAP Payroll/HR application experience with knowledge of:
  • Enterprise/Personnel Structure
  • SAP Payroll Configuration - Rules and schemas, Wage Types, Overpayment Functionality
  • Postings to finance
  • Excellent understanding of US Payroll Processing Methodology
  • SAP HCM Integration with other products and Interfaces will be an added advantage

QUALIFICATIONS REQUIRED:

• Bachelor's Degree or its equivalent in education and experience.
• Must have 5+ years of proven hands-on SAP Payroll configuration / consulting experience in the US and/or Canada.
• SAP certification or equivalent SAP work experience.

Qualifications

• Problem Resolution: ability to work systematically and logically to resolve problems, address opportunities and management situation at hand.
• Identify causes, relationships, implications and solutions.
• Demonstrate knowledge and application of key methodologies employed by Application Support Team.
• Business Consulting Skills - provide via professional manner and presentation with the ability to set, manage and satisfy customer expectations through personal involvement or delegation.
• Excellent verbal and written communication skills.
• Client Focused.
• Ability to Mentor and Guide other associates in area of expertise.