Service Delivery Consultant II

ADP is hiring a Service Delivery Consultant II.

• Do you get a crazy amount of joy being able uncover and deliver creative solutions to complex problems?
• Are you excited by the prospect of overcoming challenges, thinking dynamically, and taking risks to help your team and your clients accomplish greatness?
• Do you thrive in a collaborative, forward thinking technical support environment?

Yes? We had a feeling this could be a perfect match. Don’t just take our word for it… read on and see for yourself!

In this role, you will be relied upon as a subject matter expert in all things Autopay/Mainframe first and foremost however, you will also serve as a primary support liaison between COS, internal partners and clients, providing application, and technical support for all versions of ADP’s product offerings all while delivering “first class” service to your clients. You carry the weight of ADP’s service reputation and client satisfaction in your hands.

If you don’t like monotony, keep reading! While there will be similarities in the solutions you propose and own, every day will be different because the questions you receive will vary across your client accounts, as will the solutions you provide. There will be no shortage of new questions you’ll receive, which will keep things interesting, and our top-ranked training and 1-on-1 mentorship process will help to set you up for success!

To thrive in this role, you must preferably have working knowledge of Autopay. You will quickly adapt to technically challenging, sometimes ambiguous situations, but will also think like a teacher with a drive to collaborate with your internal payroll teams, helping them to understand complex, technical situations in a high level, educational way that they can understand. You will also have a way with clients that builds rapport, establishes trust, and shines with professionalism. Over the phone and in writing, your communication style is clear and easy for our internal teams and our clients to understand and take action on. As a result, the collaborative partnerships that you develop and your ongoing commitment to learning and resolving issues will flourish. Pace should not scare you nor should you shy away from multi-tasking.

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

WHAT YOU’LL DO: Responsibilities

• Your primary role is to provide technical support and assistance to our Managed Payroll Teams, Clients, Relationship/Success Management, Implementation, and COS Shared Services groups.
• You’ll resolve client application questions or problems in the area of system set up, product functionality, security set-up, workflow and product enhancements in addition to other service issues in the complex arena of payroll and HR.
• You’ll use your knowledge and/or expertise of tools including; Autopay, PTCS, MR2000, PMEI, iServ, PMF, CEH, Siebel CRM, Enterprise, Vantage, ADPR, iProducts, and SMS/Netsecure to creatively resolve a miriad of possible escalations/issues.
• Provide mentorship to the Service Delivery Consultants I & IIs.
• Collaborating with multiple departments to better service our clients.

TO SUCCEED IN THIS ROLE: Requirements

• At least 1-2 years of experience in a customer service environment.  Working knowledge of Autopay/Mainframe.

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:

BONUS POINTS FOR THESE: Preferred Qualifications

• The ability to provide support for product / application issues and assigned ADP software and applications.
• The ability to analyze conditions and errors as they relate to the client or database platform and provide resolution paths.
• Product knowledge including but not limited to: Vantage, Enterprise (Versions 5 and 6), MyADP, and SMS/Netsecure.

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.

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.