ADP is hiring a Technical Application Analyst II. This person is responsible for the ongoing management of specific technology that is used to deliver and support services. Provides consultation to the applicable business client base, ADP associates, and third party consultants regarding product capabilities and product problems determining the most effective way to resole application issues. Diagnoses and resolves functional and technical related product problems for very complex, customized and high profile clients. Works closely with various groups to troubleshoot and resolve issues including — Implementation, Region Support, and client and management groups. Proactively identify potential issues in design, development or changes to application, product or platform. Develops knowledge base documentation sharing product knowledge and problem resolution. Manages support efforts with other associates and groups within ADP. Creates reports and recommendations for the Development organization to clearly document product issues and resolutions. Provides information gained through resolving issues with Development to positively influence product architecture.

Must possess thorough understanding and background in the utilization of Internet based software and/or utilities including but not limited to Java, Internet Explorer, Desktop Streaming, etc. Requires ability to download and install new Java updates, configure IE browser settings, and identify and avoid potential software conflicts. Must be able to identify problems within the software and provide resolution.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, and Social Responsibility.

RESPONSIBILITIES:

• Research and resolve client issues using CRM systems.
• Diagnose and resolve issues related to corrupt data, application program code errors, system performance, operating environment or third party system problems.
• Makes proactive client calls to ensure client satisfaction, issue resolution, and client retention. Proactively identifying potential issues in design.
• Create knowledge base entries and Job Aids; present team learning/training sessions related to areas of expertise, or need.
• Review and approve knowledge base entries of lower level analysts.
• Formulate, prioritize and submit incident , enhancement requests and application modification recommendations to Development for prioritization and deployment in future releases.
• Review and provide recommendations and feedback on maintenance release content, product documentation, business design reviews
• Manage the requests and delivery of one off fixes to Region support, AAHC and clients.
• Project work to evaluate application, analyze best approaches and provide recommendations for proactive services.
• Facilitate and coordinate conference calls with clients, Implementation, Region support, Hosting Services, management, and Development team

QUALIFICATIONS REQUIRED:

• Degree or Equivalent in Education – Experience, Major area of concentration in Computer Sciences, HRIS, Business Administration
• Certification in areas related to programming, operating systems, database administration, network operation.
• 3 – 5 Years of Directly Related Experience such as Database admin. or engineering; system administration; network administration; software application support / helpdesk experience.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• Demonstrated computer literacy and ability to prioritize tasks/schedules
• Analytical problem solving skills
• Proven ability to manage time, projects and multiple competing priorities
• Ability to work under pressure of time constraints, and to prioritize assignments as necessary
• Excellent oral and written communications and phone skills
• Ability to communicate effectively regarding areas of the ADP products that are unfamiliar
• Ability to read underlying application code based on business technical requirements but may include (Ecode, SQR, PL/SQL, and Java) and have a understanding of program functionality. Experience of SQL query language.
• Technical experience and ability such as programming, Database Administration, System Architecture, Network Operation, etc., helpful to understand and resolve application issues of highest level of difficulty.
• Ability to coordinate the identification and issue resolution efforts among various entities — Implementation, Support, Development, and client and management groups
• Ability to take over the identification and resolution of very complex functional related product problems from other team members and support groups