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.