GIC Global Integration Service Consultant Provide service/ support to customers using HCM integration with client's HR system of record on global/regional platform GUIDING PRINCIPLES - Responsible for client system maintenance on global/regional level = make configuration system changes on behalf of all countries within his/her regions of responsibility - Expected to co-ordinate internal technical communication across the regions with local application support teams - Responsible to support also other activities related to client service such as user training delivery, additional after go-live system configuration activities etc. - Closely co-operate with Global Integration Architect (GIA) on global alignment - Take responsibility for testing co-ordination within the regions - Support the GIA in case of any issue/CCR (Customer Change Request) estimates and regional/global implementation activities - Responsible for consistency message and quality level of service across regions - Become a regional CS single point of internal contact for any technical discussion topics related to global integration functionality. TECHNICAL RESPONSIBILITIES - Monitor Integration errors for live clients - Proactively react to integration issues - Support all integration issues related to integration mapping - Responsible to deliver technical solution for global tickets - Responsible to set up complex global/regional integration tickets/CCR analysed and designed by the GIA in the system - Create test cases and cooperate with GTT (Global Testing Team) in regression testing after monthly feature packs - Keep client specific documentation up to date - Get trained and knowledgeable on new integration features released by ADP product - Get trained and knowledgeable on new integration features released by System of Record -- SOR (SuccessFactors/WorkDay/Oracle) The tasks to be performed in the Customer Change Request process are as follow: - Participate on the quotation preparation of customer change requests and support the GIA in analysis and estimating the budget - After validation ensure modification in the integrated solution are consistent with ADP GV/CSL global template - Regional/global testing and validation responsibility - Participate on the training of new service team members on ADP GV/CSL guidelines - processes. PROBLEM RESOLUTION - Take ownership of regular review of all open global/regional tickets and provide regular updates to the GIA - Be in charge to address on-going problems faced by the client when they use system if the case has been escalated to him/her by the first line relation center. - Analyze the problem on a global level, estimate and propose the resolution process, with the possible support of a product management. - Manage the configuration, test the changes, and then ensure that the changes are available for the client. - Ensure that the client is satisfied with the solution. - Co-operate closely with the GIA on the global alignment across the regions - Ensure new integration clients are on-boarded and stabilized in alignment with all other non HCM/PY functionality - Participate in transition process between implementation phase to service support phase and review the learning points - Participate in defining cross functional service scope, responsibilities, and a delivery list with client - Ensure Internal communication and further co-ordination - Keep Leadership team updated on HCM integration matters and GIC Client Service team progress and procedures - Co-ordinates configuration and testing communication with local/regional service application teams. Required Skill Profession Computer Occupations