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.
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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.
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