Consultor de Servicios de Integración

GIC Global Integration Service Consultant

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

GUIDING PRINCIPLES

• Responsible for client system maintenance on global/regional level = make configuration system changes on behalf of all countries within his/her regions of responsibility
• Expected to co-ordinate internal technical communication across the regions with local application support teams
• Responsible to support also other activities related to client service such as user training delivery, additional after go-live system configuration activities etc.
• Closely co-operate with Global Integration Architect (GIA) on global alignment
• Take responsibility for testing co-ordination within the regions
• Support the GIA in case of any issue/CCR (Customer Change Request) estimates and regional/global implementation activities
• Responsible for consistency message and quality level of service across regions
• Become a regional CS single point of internal contact for any technical discussion topics related to global integration functionality.

TECHNICAL RESPONSIBILITIES

• Monitor Integration errors for live clients
• Proactively react to integration issues
• Support all integration issues related to integration mapping
• Responsible to deliver technical solution for global tickets
• Responsible to set up complex global/regional integration tickets/CCR analysed and designed by the GIA in the system
• Create test cases and cooperate with GTT (Global Testing Team) in regression testing after monthly feature packs
• Keep client specific documentation up to date
• Get trained and knowledgeable on new integration features released by ADP product
• Get trained and knowledgeable on new integration features released by System of Record -- SOR (SuccessFactors/WorkDay/Oracle)

The tasks to be performed in the Customer Change Request process are as follow:

• Participate on the quotation preparation of customer change requests and support the GIA in analysis and estimating the budget
• After validation ensure modification in the integrated solution are consistent with ADP GV/CSL global template
• Regional/global testing and validation responsibility
• Participate on the training of new service team members on ADP GV/CSL guidelines - processes.

PROBLEM RESOLUTION

• Take ownership of regular review of all open global/regional tickets and provide regular updates to the GIA
• Be in charge to address on-going 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, estimate and propose the resolution process, with the possible support of a product management.
• Manage the configuration, test the changes, and then ensure that the changes are available for the client.
• Ensure that the client is satisfied with the solution.
• Co-operate closely with the GIA on the global alignment across the regions
• Ensure new integration clients are on-boarded 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 a delivery list with client
• Ensure Internal communication and further co-ordination
• Keep Leadership team updated on HCM integration matters and GIC Client Service team progress and procedures
• Co-ordinates configuration and testing communication with local/regional service application teams.