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Global Integration Services Architect

hace 3 meses

Barcelona, Barcelona, España ADP A tiempo completo

Global Integration Architect
ADP (Automatic Data Processing) is the largest BPO provider for payroll and HR services.

The company was founded in the USA in 1949, and in Europe, has been present for over thirty years.


GV is ADP's organization committed to providing World Class Service to large multi-local clients by hiring, developing and retaining qualified service professionals; by treating each client contact as a service opportunity and by delivering outstanding customer care to client associates.


Role objective:

As a member of ADP's GIC Client Service team, the Global Integration Architect will be responsible for our global integration clients: for managing the issues resolution process and co-ordination of global-regional activities within defined SLA's (service level agreements) and not addressed by contractual standards

Responsibilities:

Provide service/ support to customers using HCM integration with client's HR system of record on global platform

GUIDING PRINCIPLES

  • Responsible for client relationship regarding the global integration services
  • Expected to coordinate internal communication across all Integration Service teams for the particular clients between EMEA, NA & APAC regions
  • Responsible to support also other activities related to client service such as user training delivery, additional after golive system configuration activities etc.
  • Responsible for managing global Change request Process and coordinate all regional/local service teams where local involvement is needed (global & local system maintenance and testing coordination)
  • Responsible for consistency message and quality level of Client Service across all 3 regions
  • Become a global CS single point of contact to the client global counter part's team for any discussion topics related to global functionality

TECHNICAL RESPONSIBILITIES

  • Lead regular calls with clients to review global/local integration tickets
  • Deliver a design and mapping for global integration tickets
  • SPOC for any integration related topics for the clients and SRM/SCP at global level
  • Advise clients on best practise of design and mapping on their SOR
  • Facilitate super user training on integration
  • Provide input to Global SRM and SCP for business review meetings
  • Support integration consultants on reviewing, analysing and designing complex issues and Change Requests
  • With the support of PM (when needed), coordinate technical activities related to the client integration issues & Change Requests across:
  • all live GV/CSL payroll service teams
- eTime, Benefits, SF (for full scope), Insight Dashboard

  • GETs and GSO (SFTP, SSO, authentication, GDPR, etc.)
  • Products and SOR (WorkDay, Oracle, SuccessFactors)
  • Implementation projects (GSD, PS, PM)
  • Cooperate with above teams to avoid regression on live data and processes when new integration features are deployed by ADP product or by SOR (WD, OR, SF)
  • Cooperate with GTT in regression testing after monthly Feature Pack
  • Inform clients on new integration features released by ADP product
  • Review and validate documentation provided by Implementation during Transition to Service

PROBLEM RESOLUTION

  • Take ownership of regular reviews of all open global tickets and regular updates to the client global team with the support of GSDM
  • Be in charge to address ongoing problems faced by the client when they use system if the case has been escalated to him/her by the first line relation center
  • Analyze the problem on a global level, estimates and proposes the resolution process with the possible support of product management
  • Manage the configuration and test the changes and then ensure that they get available for the client
  • Ensure new integration clients are onboarded and stabilized in alignment with all other non HCM/PY functionality
  • Participate in transition process between implementation phase to service support phase and review the learning points
  • Participate in defining cross functional service scope, responsibilities and delivery list with client
  • Ensure Internal communication and further coordination
  • Keep Leadership team updated on HCM integration matters and GIC Client Service team progress and procedures

III

Qualifications:

Experience/Skills:

  • Fluency in English (oral and written)
  • Understanding and practice of global HCM processing procedures including global payroll solutions (previous SAP/SF/Oracle/WorkDay experience needed)
- knowledge and practice of Client Relationship Management tools

  • Strong client service orientation
  • Good analytical skills
  • Good understanding and practice of HR processing procedures
  • PC literate (Windows, Excel, Word)
  • Minimum 6 years of relevant experience
LI-LP4

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