ADP is hiring a Interface Product Support Analyst I.

Are you ready to join a company offering career advancement opportunities throughout your career journey? Do you want to join a company with award-winning training and world-class service guidelines to help you achieve success, growth, and continued learning? Are you looking for an inclusive environment with a culture of collaboration and belonging?

If so, this may be an opportunity for you. Read on and decide for yourself. 

 

The Interface Production Support Analyst has advanced knowledge of ADP platforms, tools, and client specific information with an expert ability to navigate those applications. You will gain a thorough understanding of internal ADP departments and their roles in the payroll process. You will take ownership of escalations and perform (tier II level) research and resolution using advanced query skills and a broad network of internal and external SMEs.

 

You have strong communication skills and are proficient in technical support and problem resolution for complex issues related to all areas of the payroll process. You will demonstrate 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. You have strong client communication and presentation skills via conference calls, video meetings, as well as strong written communication skills. You will be consultative with both internal and external clients.

 

A little about ADP: We are a global leader in human resources technology, offering the latest AI and machine learning-enhanced payroll, tax, human resources, benefits, and much more. We believe our people make all the difference in cultivating an inclusive, down-to-earth culture that welcomes ideas, encourages innovation, and values belonging. We've received recognition as a global Best Places to Work and a recipient of many prestigious awards for diversity, equity, and inclusion, including a DiversityInc® Top 50 Company, Best CEO and company for women, LGBTQ+, multicultural talent, and more. As part of our deep DEI commitment, our CEO has joined the OneTen coalition to create one million jobs for Black Americans within ten years. Learn more about DEI at ADP on our YouTube channel: http://adp.careers/DEI_Videos 

 

Ready to #MakeYourMark?  Apply now! 

 

To learn more about Client Services at ADP, watch here: https://adp.careers/Client_Services_Videos 

 

WHAT YOU'LL DO: Responsibilities 

 

What you can expect on a typical day: 

 

Major Incident Management. Responsible for research and resolution of escalated issues for Payroll, Data Entry, Manual Checks, Garnishments, and primarily Interface Management.

Request Fulfillment. Responding to all inquiries representing all support levels to client retained team, internal MPS and Shared Svc Teams.

Problem Management. Perform trouble shooting, analysis, research and resolution related to all post-payroll processing and communicate resolution with clients and internal MPS teams

Expert Level Support. 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.

Configuration Management. Work very closely with Shared Svc teams to provide information and to test and configure new client startups through both UAT and PAT cycles

Consult. Serves as consultants to Managed Payroll, Manual Check, Garnishment, Data Entry and Interface Management teams as needed regarding such topics as proper tax/lien setup by state, system errors, report running, historical data edits, technical interface issues and other tasks as needed.

Mentor. Act as an additional resource to assist with training of the Shared Svc and MPS (as required) teams on client specific changes.

Resolution Knowledge. Develop and maintain research and resolution knowledge via the COS Portal.

Expertise. Demonstrate accountability, compliance, and adherence to complete payroll quality standards, ADP policies, SAS70 and confidentiality.

Problem Detection. Identify and resolve systemic or broad client impacting issues related to the client Database and/or Documentation.

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.

Audit Support. 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 and develop and drive implementation of systemic issue 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.

Collaboration. Work directly with production team leadership and external clients to resolve areas of client dissatisfaction and prevent further occurrences.

 

TO SUCCEED IN THIS ROLE: Required Qualifications 

5 years multi-state payroll processing experience or the equivalent in the areas of: Manual Checks, Garnishments, Data Entry, Interface Management OR other directly related work experience to include technical and analysis experience.

A college degree is great but not required. What's more important is having the skills to do the job. Other acceptable experiences could include:

Military experience where skills including teamwork, adaptability, organization, and follow-through will help you build team and client relationships, identify solutions, and achieve success.

BONUS POINTS FOR THESE: Preferred Qualifications 

Previous ADP experience Excellent communication skills (verbal and written) Familiarity with varying file formats and delimiters Ability to collaborate with others (clients and internal partners) Ability to troubleshoot technically complex issues Familiar with FTP (file transfer protocol) Experience with SQL and how it is used Experience with research and resolution Experience identifying data variances, exceptions and making proactive recommendations and/or solutions to prevent short and long term recurrence Analytical and consultative skills Leadership skills Have the flexibility to work longer hours as needed, especially during year-end processing Flexibility to eventually be on call for one week (on a rotation) Some college

YOU'LL LOVE WORKING HERE BECAUSE YOU CAN: 

Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.  Belong by joining one of nine Business Resource Groups to connect globally with networks and allies who share common interests and experiences. Grow your career in an agile, fast-paced environment with plenty of opportunities to progress. Continuously learn through ongoing training, development, and mentorship opportunities.  Be your healthiest. Best-in-class benefits start on Day 1 because healthy associates are happy ones.  Focus on your mental health and well-being. We're here to provide exceptional service to our clients, and none of that happens without each of us taking care of ourselves and being there for one another.  Join a company committed to giving back and generating a lasting, positive impact upon the communities in which we work and live.  Get paid to pay it forward. Company-paid time off for volunteering for causes you care about. 

 

What are you waiting for?  Apply now!

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Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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