Description
Job Summary:
According to his/her mission, the associate provides 1st (permanence) and 2nd (projets) level support to the customers on Decidium HR offers such as:
- Pilotage Social (Pilotage RH, Pilotage Masse Salariale)
- Talents (Entretien, Formation, Revue de Talents, Revue de Rémunérations, Kiosque Absences)
Responsibilities:
He/She has the objective to assist customers on the various HR offers 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 (permanence) and 2 (projets) 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
- 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
- Maintaining/Customizing of existing reports for our customers
- Translating the functional needs into a technical analysis
- Defining, planning and executing the unit and integration tests
- Analysing the discrepancies on solution
- Estimating the workload to realize, test, document and deliver the technical solution
- Documenting the solution and the delivery form
- If necessary, participate to customer meetings as an expert of ADP’s HR offers.
- Alerting the manager or account manager when needed (delay, consistency)
Reports & Performance Metrics:
- On time delivery
- Volume/quality of tickets treated
- Productivity rate
- Backlog
Knowledge and Skill Requirements:
- French language – C1 level, English would be a plus
- MS Office tools knowledge (Excel, PowerPoint, Word…)
- HR knowledge would be a plus
- Siebel CRM functional knowledge would be a plus
- ADP Systems knowledge would be a plus: (Applications portals, Client interfaces, etc)
- Knowledge and experience with Business Objects Web Intelligence or other reporting tools would be a plus
- 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
#LI-hybrid
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.
