Overview
Client Tech Support Consultant III Jobs in Dartmouth – Nova Scotia at ADP
Title: Client Tech Support Consultant III
Company: ADP
Location: Dartmouth – Nova Scotia
Category: IT/Tech, Finance & Banking
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)
ADP is hiring a Global View(GV) Technical Support Consultant. In this position you will be responsible for ensuring the Payroll Specialists are applying consistent methodologies and meeting Global View’s Service Level Agreement.
You will
work to ensure activities are performed in a manner that meets ADP and/or client requirements while adhering to ADP standards.
You will
as needed review and define methodologies or processes and ensure Payroll Specialists are trained following GV requirements, including stellar service.
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 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)
Work with GES team, subject matter experts and Team Leads to assure implementing training for country specifics and readiness for onboarding new clients
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
Act as subject matter expert for all the connectors (such as Oracle, Workday) and provide adequate solution to the client
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 …
