Job Summary:

Performs analysis activities for defining the required technical specifications of the information system that meet the customer configuration needs.

According to his/her mission, the associate has to:

• provide 1st and 2nd level support to customers on Decidium Digital offerings such as:
• • Bureau Virtuel des Ressources Humaines (BVRH)

• Base de Donnees Economiques Sociales et Environnementales (BDESE)

• Digiposte

• GED etc.

Responsibilities:

Performs analysis activities for defining the required technical specifications of the information system that meet the customer configuration needs.

In this respect, he/she has the objective to support the HCM Business Unit in France in assisting customers on the various Digital & HR offerings which are part of our portfolio. He/She contributes to the improvement of our processes, to the increase in efficiency, the improvement of our customers' satisfaction, while following deadlines.

Main responsibilities are:

• Treatment of Level 1 and 2 tickets on Digital offerings
  • Self-identify and self-assign the tickets which are part of his/her area of expertise
  • Assist customers via Siebel tickets:
    • Accesses management
    • Role assignments
    • Configurations
    • Functional assistance

• Participate in Product Launch phases
  • Facilitate the relationship between ADP Helpline, France production teams, R&D, Level 3 Support and our external vendor, Docaposte, when necessary
  • Participate in different product launch phases, in collaboration with 3rd Level Digital Support Teams.
  • Participate in internal production meetings and/or with the external vendor from the LAPOSTE group.
  • If necessary, participate to customer meetings as an expert of ADP's Digital HR offerings.

• SOP management and process improvement
  • Maintenance of the SOP-s for his/her area of expertise
  • Measure the efficiency of the process and the quality of his/her own assistance
  • Identify improvement opportunities
  • Contribute to the respect of mutual commitments

Reports & Performance Metrics:

• On time delivery
• Volume/quality of tickets treated
• Utilisation rate
• Backlog

Knowledge and Skill Requirements:

• French language - B2 + level, English would be a plus
• French payroll regulations and HR knowledge
• Siebel CRM functional knowledge
• MS Office tools knowledge (Excel, PowerPoint, Word...)
• ADP Systems knowledge would be a plus: (Applications portals, Client interfaces, etc)
• Ability to manage several projects in parallel
• Excellent customer service abilities
• Take initiatives to improve customer satisfaction
• Be able to speak and write easily & clearly
• Analytical skills and an ability to summarize
• Organized, rigorous and autonomous
• Team player
• Dynamic and responsive

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing 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, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP's culture and our full set of values.