At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

Inspiring Innovation is a core value at ADP and in Information Technology we are committed to delivering it – for our clients and colleagues around the world. Whether it’s the latest in mobile apps, the best in operating platforms or the most secure systems – Information Technology plays a critical role in ADP’s growth. ADP is recognized as an innovation leader, and is on the Forbes listof the top 100 Most Innovative Companies in the World and is ranked in the Top 50 on IDG’s Computerworld list of the 100 Best Places to Work in Information Technology (IT).

Technology at ADP. It’s the foundation of the products and services that have made us a world-wide leader in workforce solutions. With us, you can combine technical skills and business acumen, to effectively consult as well as solve technical challenges. You have the opportunity to train on leading-edge technologies that continually redefine what’s possible in our industry.

The IT VaaS Ops Control Specialist II coordinates, and carries-out activities and processes required to deliver at agreed service levels to business users and customers. Accountable for the stability of Non-Production and Production environments. The environment includes but is not limited to technology such as Avaya Aura, Call Management System and ACD, Nice Call Recording System, Video Conferencing Systems, and IVR System. Responsible for the ongoing management of the ADP voice technology that is used to deliver and support services.

• Request Fulfillment
• Account Administration
• Incident Management
• Change Coordination
• Operations Control (Console Operations, Monitoring, & Routine System Maintenance)
• Other Duties
• Shifting schedules, primarily night shift to support 24x7x365 operations.
• Provides end user training on Avaya phone usage, CMS, One-X Communicator and other voice services.
• Documents process workflows, procedures, and resource database (i.e. Line inventory, capacity)
• Any other future developments and task that will be assigned under the areas of responsibility

REQUIREMENTS

• Must possess at least a Bachelor’s Degree in Information Technology, Electronics and Communication Engineering, or its equivalent.
• Minimum of 2 years’ experience in service/helpdesk environment focused on telephony support.

• Experience in providing on-site, desk side, and remote support with general knowledge in Avaya administration, call routing, vectoring, IVR and voicemail, and CMS reporting.

 COMPETENCIES

• Delivering world-class service and satisfaction to all clients – internal, external, diverse and emerging.
• Solving day-to-day problems that are in line with ADP’s mission, vision, and values.
• Shares ideas and information across multiple audiences to drive the business need.
• Acting in ways that help deliver results in a fast-pace and diverse environment.
• Collaborating effectively with colleagues and clients to achieve and surpass shared goals.
• Holding self and other to the highest personal and professional standards.

About ADP: We power organizations with insightful solutions that drive business success. Consistently named one of the “Most Admired Companies” by FORTUNE® Magazine, and recognized by Forbes® as one of “The World’s Most Innovative Companies,” ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.

 

ADP is an Equal Opportunity Employer. ADP believes that diversity leads to strength.