NAS Workforce Management

Overview

NAS Workforce Management Technical Application Analyst works closely with Implementation, Client Services, Project Services, the client and management groups to troubleshoot and resolve escalated issues related to different Time product offerings (Enterprise eTIME, Vantage Time, WFN Enhanced Time, WFN Essential Time, Workforce Manager, Lyric HCM). As a member of the Swarm Team, you will receive new cases daily while actively working on existing cases. You will use prescribed tools and CRM to accept work and document progress and next steps. You will engage one on one with Associates needing assistance with client-reported issues or problems with functionality, and typically be the first escalation point for any application issue. You will work with internal and external partners, including direct communication with clients, toward a supportable solution that may require engagement from multiple resources. You will demonstrate accountability and issue ownership by providing resolutions within established timeframes and may be assigned various projects to provide optimal service solutions. You will mentor peers, share knowledge through responses to forum posts, documentation, and booster sessions.

Responsibilities

• Serve as the first escalation point for application issues related to Time product offerings and Lyric HCM.
• Troubleshoot, document progress, and communicate resolution steps using prescribed tools and CRM.
• Collaborate with internal and external partners to deliver support solutions requiring multiple resources.
• Maintain accountability by meeting established timeframes for issue resolution.
• Lead or participate in projects to improve service delivery and client outcomes.
• Mentor peers and share knowledge through job aids and booster sessions.

Qualifications

• 3+ years of directly related experience such as database administration, system administration, network administration, or software application support/helpdesk.
• Experience or certifications in web application, report development or support, business analysis, database administration, network operations, or SQL query writing.
• Strong verbal and written communication skills, analytical and problem-solving abilities.
• Advanced knowledge of MS Office; ability to communicate technical concepts to non-technical audiences.
• Ability to multi-task and work under time constraints; flexible with shifting schedules based on business needs.

Preferred Qualifications

• 3+ years experience supporting/implementing ADP Time and Attendance products (e.g., Enterprise eTIME, Vantage Time, Enhanced Time, WFN Essential Time, Workforce Manager) or similar Time and Attendance solutions.
• Degree or equivalent in Computer Science, HRIS, Business Administration, or related fields.
• Experience with Interface and Integration Tools (e.g., Connect or EIM, BOOMI, API, Postman).
• Excellent SQL querying skills in Oracle and SQL Server environments.

About ADP

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration, and a leader in business outsourcing services, analytics, and compliance expertise.

Equity, Diversity, Inclusion & Equal Employment Opportunity

ADP is committed to an inclusive, diverse and equitable workplace and to providing equal employment opportunities regardless of protected characteristics. Hiring decisions are based upon ADP’s operating needs and applicant merit, including qualifications, experience, ability, availability, cooperation, and job performance.

Ethics

ADP upholds high ethical standards and compliance with applicable laws. We expect our people to act with integrity and foster a respectful workplace. Learn more about ADP’s culture and values at the life-at-ADP page.

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