Performs analysis activities for defining the required technical specifications of the information system that meet the customer configuration needs.

According to his/her mission, the associate has to:

provide 1st and 2nd level support to customers on Decidium HR offerings such as:
Pilotage
Talents
Entretiens & Formation
Kiosque Absences etc.


Responsibilities:

Performs analysis activities for defining the required technical specifications of the information system that meet the customer configuration needs.

In this respect, he/she has the objective to assist customers on the various HR offerings which are part of our portfolio. He/She contributes to the improvement of our processes, to the increase in efficiency, the improvement of our customers’ satisfaction, while following deadlines.

Main responsibilities are:

Treatment of Level 1 and 2 tickets on Decidium HR offerings
Self-identify and self-assign the tickets which are part of his/her area of expertise
Assist customers via Siebel tickets:
Accesses management
Role assignments
Configurations
Functional assistance


Doing the follow up or monitor data or reports production
Alerting the manager or account manager when needed (delay, consistency)
Maintaining/Customizing of existing reports for our customers
Translating the functional needs into a technical analysis
Estimating the workload to realize, test, document and deliver the technical solution
Defining, planning and executing the unit and integration tests
Analyzing the discrepancies on solution
Documenting the solution and the delivery form
If necessary, participate to customer meetings as an expert of ADP’s HR offerings.
SOP management and process improvement
Maintenance of the SOP-s for his/her area of expertise
Measure the efficiency of the process and the quality of his/her own assistance
Identify improvement opportunities
Contribute to the respect of mutual commitments


Reports & Performance Metrics:

On time delivery
Volume/quality of tickets treated
Utilization rate
Backlog