Tech Analyst

Purpose
Our Tech Analysts are key escalation points for product knowledge, troubleshooting support and access to backend development teams. If you are on the front lines with our client base in teams like Client Services, Project Services, Implementation, etc. the Tech Analysts are your first stop for break/fix scenarios that you do not have access or knowledge to fix yourselves. As they are a client facing group, they will also join you in your explanations to the client on complex issues to help get everyone on the same page. They are also the gateway to development teams at Hosting, SWAT, AIM, MyADP, ADP Mobile, and UKG needed so you do not have to chase down the right resources or build relationships with developers.

Function
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 resolve application issues. Diagnose and resolve functional and technical related product problems for very complex, customized, and high-profile clients. Works closely with various groups within ADP to troubleshoot and resolve issues including but not limited to; Implementation, Client Services, Project Services, Payroll, Sales, Product Development, and Management groups, as well as with appropriate ADP clients. Proactively identify potential issues in design, development or changes to application, product or platform. Develops knowledgebase 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.

Key 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 client calls as needed during the issue resolution process to ensure client satisfaction, issue resolution, and client retention. Proactively identifying potential issues in design.
Create knowledgebase entries and job aids, present team learning/training sessions related to areas of expertise or need. Load client databases and data for testing purposes.
Facilitate and coordinate conference calls with clients, Implementation, Client Services, Hosting Services, Management, Product Development, and Payroll Services teams as needed.
Formulate, prioritize and submit incident/enhancement requests and application modification recommendations to Product 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 Client Services, Hosting Services, and applicable ADP clients.
Project work to evaluate application, analyze best approaches, and provide recommendations for proactive services.
Support Associate Tech Analyst team members.
Performs other related duties as assigned.

Skills and Relevant Work Experience

Requires experience supporting software applications, preferably HR, PR, Benefits, or Time applications with knowledge and understanding of client needs.

1 to 3 years of database admin or engineering system administration; network administration; software application support / helpdesk experience.

Developing Experience (resolves a variety of issues)
Ability to coordinate the identification and issue resolution efforts among various entities, such as Implementation, Support, Development, client, and management groups.

Seasoned Experience (resolves a wide range of issues)
Ability to communicate effectively regarding areas of the ADP products that are unfamiliar
Ability to read underlying application code based on business technical requirements (primarily SQL) and have an understanding of program functionality
Demonstrated computer literacy and ability to prioritize tasks/schedules
Analytical problem-solving skills
Proven ability to manager 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
Technical experience and ability such as programming, database administration, system architecture, network operation, etc.
Ability to take over the identification and resolution of very complex functional related product problems from other team members and support groups