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 HR offerings such as:
- Pilotage
- Talents
- Entretiens & Formation
- Kiosque Absences 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 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 Decidium HR 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
- Doing the follow up or monitor data or reports production
- Alerting the manager or account manager when needed (delay, consistency)
- Maintaining/Customizing of existing reports for our customers
- Translating the functional needs into a technical analysis
- Estimating the workload to realize, test, document and deliver the technical solution
- Defining, planning and executing the unit and integration tests
- Analyzing the discrepancies on solution
- Documenting the solution and the delivery form
- If necessary, participate to customer meetings as an expert of ADP’s 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 – C1 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)
- Knowledge and experience with Business Objects Web Intelligence or other reporting tools is a plus
- Ability to manage several projects in parallel
- Excellent customer service abilities
- Take initiatives in order 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
