Description
The Service Delivery Systems Specialist supports efficient and secure business operations through administration, enhancement and implementation of Service Delivery systems and processes.
The role combines operational system support, change management and process improvement activities while partnering with local stakeholders and central product teams to drive adoption and operational excellence.
KEY RESPONSIBILITIES:
System Support & Administration
• Manage user access, master data and system configurations.
• Maintain and support key business systems including BPMS, CRM platforms (Siebel/Salesforce), IVR, and other
• Resolve system-related issues and ensure timely response to user requests.
• Ensure compliance with data security and governance requirements.
Systems Implementation & Change Management
• Support local implementation of new systems, enhancements and process changes.
• Coordinate testing activities and support business readiness during deployments.
• Gather business requirements and represent local needs to central product teams.
• Support communication, training and adoption of new solutions.
Process Improvement & Business Excellence
• Analyze business processes and identify improvement opportunities.
• Partner with process owners and stakeholders to drive efficiency and service quality improvements.
• Support business transformation initiatives and operational excellence programs.
• Contribute to the development of practical system and process solutions.
SUCCESS MEASURES
• Fast and effective response to system-related requests and issues.
• Maintenance of high standards of data security and compliance.
• Successful implementation and adoption of system changes.
• Improved operational efficiency and user experience.
SKILLS AND KNOWLEDGE:
Required
• Fluent in English and Polish.
• Strong analytical and problem-solving skills. Attention to detail.
• Ability to communicate with internal clients and central teams
• Ability to understand business processes and business requirements.
• Proficiency in Microsoft Excel, PowerPoint and Microsoft 365 applications.
• Conversational AI experience.
Preferred
• Experience with Siebel and/or Salesforce or other CRM systems.
• Knowledge of Change Management principles.
• Experience with Lean, Continuous Improvement or Process Mining.
• Experience in creating reports or dashboards in Excel or Power BI.
• Knowledge of HR and payroll processes.
• Experience in regulated industries and handling sensitive data.
• Command of Agentic AI.
EDUCATION AND EXPERIENCE:
• Bachelor’s degree or equivalent years of applicable experience
• 2+ years’ experience in Operations, Service, or Implementation with large multi-national companies
• Business Process Improvement and Change Management certification is a plus
OTHER:
• Readiness to occasional travel within Poland
A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.
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.
