ADP Application Support Consultant - Level III in Barcelona, Spain
The Support Consultant- Level III, will be responsible for our European customers, for managing the issues resolution process within defined SLAs (service level agreements) and not addressed by contractual standards.
Review and analyze support issues submitted through CRM. The aim is to be able to solve 100% of CRM tickets, both in analysis & customizing.
Full autonomy in managing a client accounaccording to ADP GV methodology :
§ Analyse & formalize functional issues
§ Identify,assess precisley and submit CRs
§ Provide reporting on issues through CRM tool.
To be the main point of contact of the customer in ensuring delivery of support solutions
Manage in full autonomy complex issues with high level of testing quality, making sure that changes will not impact the integrity of the system (HR, TM, or PY)
To identify potential issues or discrepancies when level of complexity is out of one’s scope and escalate when needed
To develop, maintain and transfer one’s functional knowledge on PY & TM, completing successfully Level III country functional training
Apply the GVE model and template, propose relevant template enhancements
Ensure communication with implementation prior to handover, supervise and manager handover process according to methodology
Act as technical escalation for Junior & Medior Consultants
Share knowledge (technical and functional) with other team members
Additional responsibilities for application support expert level
- Support Team Mentor or Lead - coaches people on complex issues.
- Advisor to the Country Team Leader for all technical issues.
- Responsible for all technical work for the country/Service Centre.
- Responsible for escalations (technical nature) due to point 3.
Experience, Skills, Academic
- Bachelor's Degree preferred in Computer Science or Business/Management Experience/Skills:
At least 6 years of experience as a consultant on SAP HR PY or TM.
Perfect ability & autonomy to configure complete SAP Payroll for one country or TM module
Perfect understanding of payroll processing procedures
Perfect understanding of Country, State and Enterprise legislation as it relates to the design and configuration of payroll
Fluency in English (oral and written)
Strong client service orientation
Excellent attention to detail and follow through skills
Good analytical skills
Ability to work in a team environment
Excellent verbal and written communication skills
Strong initiative and enthusiasm
PC literate (Windows, Excel, Word)
Very good understanding of ADP applications, payroll procedures and back end services a plus
Requisition #: 94104
Job Title: Application Support Consultant - Level III
Employment Status: Full Time
Job Category: Technology
Area of Interest: Technical/Application Support
Locations: Spain, Barcelona, ES