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Technical Support/Production Support Analyst

Company Name:
ADP
## Job Responsibilities:(Description)
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.
Insightful Expertise is a core value at ADP. In National Account Services, it''s one of the reasons the world''s largest companies - including 80% of the Fortune 500 - count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team.
Payroll at ADP. It''s where it all started for us 60+ years ago and we continue to break new ground as the global industry leader. As a Payroll Specialist at ADP, you can make it happen for clients large and small by ensuring their payroll gets done right - on time, the first time. You get to provide the expert support that makes our solutions stand out in an increasingly competitive global marketplace.
Production Support Analyst II
Advanced knowledge of ADP platforms, tools, and client specific information with an expert ability to navigate those applications. Has a thorough understanding of internal ADP departments and their roles in the payroll process.
Takes ownership of escalations and performs (tier II level) Research and Resolution using advanced query skills and a broad network of internal and external SMEs.
Strong communication skills and proficient in technical support and problem resolution for complex issues related to all areas of the payroll process.
Demonstrated expertise in one or two areas of payroll administration (manual checks, garnishments, data entry, interface management or payroll processing), and/or one or two database platforms (Autolink, Enterprise, Payforce, Whitney) and can manage multiple tasks while responding effectively to changing priorities.
Strong client communication skills - will be communicating directly with clients via phone and email on a regular, daily basis. Will be subject to phone monitoring and held accountable for various customer service key performance metrics.
Responsible for research and resolution of escalated issues for Interface Management. Responding to all inquiries representing all support levels to client retained team, internal MPS and Shared Svc Teams. Perform trouble shooting, analysis, research and resolution related to all Interface escalations and communicate resolution with clients and internal MPS teams Perform production exception processing support for the Interface Management Team.
Serve as a single point of contact and provide full research and resolution of escalated issues from multiple sources including both internal and external clients while thoroughly documenting all cases in DASH.
Work very closely with Shared Svc teams to provide information and to test and configure new client startups through both UAT and PAT cycles Serves as consultants to Interface Management teams as needed regarding such topics as system errors, report running, historical data edits, technical interface issues and others tasks as needed. Act as an additional resource to assist with training of the Shared Svc and MPS (as required) teams on client specific changes.
Develop and maintain research and resolution knowledge via the COS Portal. Conform to ADP''s standard operating procedures and processes to meet production and client requirements and SLAs.
Demonstrate accountability, compliance, and adherence to complete payroll quality standards, ADP policies, SAS70 and confidentiality. Identify and resolve systemic or broad client impacting issues. Conduct research, and work closely with the production teams to help create Production Exception Reports (RCA Documentation) that can be presented directly to our clients, and monitor success of resolution.
Identify vulnerabilities and opportunities for improvement, as well as maintain stats and record issues to help develop a trend analysis that will drive improvement in all areas of Shared Services. (Work closely with CIG) Perform data analysis to identify systemic issues.
Develop and drive implementation of systemic issues prevention plans. Track and report success of all prevention plans. Build relationships of trust, respect, and partnership by providing World Class Service to our external clients and our internal production and support teams.
Work directly with production team leadership and external clients to resolve areas of client dissatisfaction and prevent further occurrences
## Experience, Skills, Academic
Advanced knowledge of ADP platforms, tools, and client specific information with an expert ability to navigate those applications.
Has a thorough understanding of internal ADP departments and their roles in the payroll process.
Strong communication skills and proficient in technical support and problem resolution for complex issues related to all areas of the payroll process.
Demonstrated expertise in interface management.
Strong knowledge of at least one of the following systems:Autolink, Enterprise, Payforce, Whitney
REQUIRED:
Experience with FTP
Experience with and understanding of encrypted data
Experience with SQL
Experience using with delimiters (comma, tab, semicolon)
Experience with relational databases (preferably Oracle)
Please check your email for an invitation for a phone interview if you are selected for further consideration.
About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE Magazine, and recognized by Forbes as one of "The World''s Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.
ADP is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. ADP believes that diversity leads to strength.
Requisition #: 77205
Job Title: Technical Support/Production Support Analyst
Country: United States
State: Georgia
City: Alpharetta
Employment Status: Full Time
Job Category: Technology
Area of Interest: Help Desk
Locations: United States, Alpharetta, GA/United States, Augusta, GA/United States, Lynnwood, WA

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