NAS Workforce Management Center of Excellence is hiring a Technical Application Analyst II

NAS Workforce Management Center of Excellence is hiring a Technical Application Analyst II.

This person works closely with various groups such as Implementation, Client Services, Project Services, and the client and management groups to troubleshoot and resolve escalated issues for Enterprise eTIME, Vantage Time, Enhanced Time, and ADP Workforce Manager.

As a member of the Swarm Team, you can utilize your application knowledge to actively engage one on one with Associates in need of assistance with client reported issues or problems with functionality. You will typically be the first escalation point for any application issue. While working directly with others to help resolve their issues, you are also providing them a way to expand their knowledge. You will work closely with other teams and vendors, to communicate timelines and target dates on deliverables.

The ideal candidate is one that enjoys helping others and has the communication skills to get it done. Knowing that working hand in hand with others to resolve an issue as quickly as possible, can turn around any client. The following competencies are expected:

Functional Knowledge:

• In-Depth understanding of how the Time products work – possesses a deep technical and/or functional understanding of the WFM applications and their environments, as well as a basic understanding of other integrated systems.

Business Expertise:

• Must be able to identify when collaboration with other business units, functional areas and vendors is required.
• Must be knowledgeable of other areas of scope and engagement processes to bring teams together.

Innovative:

• You make every effort to provide a quick turnaround or workaround to our ADP Partners, in order help our clients and their overall satisfaction.

Problem Solving:

• Must be able to perform thorough research as well as ask the right questions in order to successfully resolve or escalate an ADP/client application issues.

Interpersonal Skills:

• Proven ability to maintain focus and work effectively with multiple demands. Must possess the ability to work closely with other ADP groups, clients and vendors that have a variety of skillsets and experience levels. Must also be able to able to work independently to provide workable solutions.

Presentation Skills:

• Frequent one on one swarm requests to help actively troubleshoot reported issues, offers an ideal time to provide mentoring and feedback using the tools available.

Leadership:

• You lead by example and enjoy working with other teams to help them troubleshoot potential issues. Your communication and mentoring provided during the research, discovery and resolution phases help the Associate, their team and ADP as a whole.
• Identify and help resolve trends with application issues and knowledge gaps within the organization.

Responsibilities:

• Typically, will accept 1-3 new cases per day, while actively working on resolution of cases previously assigned and not yet closed, maintaining an average of 8-15 cases at any given time.
• Will use the ADP CRM system and SWARM process to accept new case work, record status updates, next steps, and testing results while collaborating with clients or internal staff to gather additional information to troubleshoot the escalated issue.
• Will facilitate/participate in conference calls with clients to consult various internal and external partners to work towards a supportable solution for an escalated issue that requires engagement from multiple resources.
• Will also be assigned to work on various projects to research multi-client impacting events, perform quality assurance testing and manual application monitoring for some of our most critical clients and/or issues.
• Will act as a mentor to their peers and will be asked to share their knowledge by responding to forum posts, drafting documentation for job-aids or instruction manuals and participating in various process improvement and product evaluation meetings.
• Technical aptitude and complexity, case management compliance, and accuracy of case notes and data captured to provide background of the case
• Follows-up on open cases by working with peers and other support groups
• Performs other related duties as assigned