Global Integration Service Lead Consultant
YOUR ROLE
As Global Integration Service Lead Consultant you provide technical support and system maintenance activities to global clients who have implemented integration between their HR system of record and one of our payroll platforms.
This role is right for you if you enjoy assisting customers with technical questions, you know how to troubleshoot and find solutions - thereby helping them to use our solutions effectively.
Technical tasks:
- Monitor system integration errors and proactively support clients in order to resolve issues in a timely manner
- Responsible for client system maintenance on global/regional level: make configuration system changes for all countries within scope
- Set up complex tickets of global/regional scope in our service tool (Siebel), following the design and input from the Global Integration Architect (GIA)
- Create test cases and cooperate with GTT (Global Testing Team) in regression testing for monthly feature packs; coordinate testing in your region.
- Keep client specific documentation up to date
- Lead training sessions and share knowledge within the team
Client-facing responsibilities
- Ensure new integration clients are on-boarded and stabilized in alignment with all other non HCM/PY functionality
- Participate in transition process from implementation to ongoing service
- Help define the cross functional service scope, responsibilities, and a delivery list with your client
- Take ownership of regular review of all open global/regional tickets and provide regular updates to the GIA. Handle escalations with appropriate complaint handling procedures.
- Address recurring or unresolved problems faced by the client, provide analysis, and propose solutions, involve product management where necessary and manage the configuration, test and release of the solution to the client’s satisfaction.
- Support other activities such as user training delivery
Internal collaboration
In GIC, we handle multiple products and HR integrations. Our success is fueled by our ability to effectively communicate and collaborate with many different internal teams.
- Closely co-operate with Global Integration Architect (GIA) on global process alignment
- Co-ordinate the creation and update internal technical communication across the regions with local application support teams
- Support the GIA in estimating effort and cost for Customer Change Requests (CCR) and regional or global implementation activities
- Act as a single point of client services contact for any internal technical discussions
- Assist the team with the complex issues resolution
- Contribute to the internal process improvement initiatives
WHAT WE OFFER
- Integration in a team of experienced professionals where you can show your skills, learn and grow in your career
- Structured onboarding and training curriculum and buddy system to give you a smooth start
- Flexible working hours and hybrid work schedule (office/home)
- A stable business environment in a people-centered company who is also the market leader in business process outsourcing for HR and payroll services
WHAT YOU BRING
- Fluency in English (oral and written)
- Strong initiative and enthusiasm for solving technical support questions
- Good analytical skills
- Familiar with MS Office suite, SharePoint, Webex
- Experience with ticketing systems or client relationship management tools, (ex. Siebel)
- Minimum 6 years of relevant experience
- Knowledge of HCM systems like SAP / SuccessFactors / Oracle / Workday or similar
- Knowledge of system integration components (API’s, SFTP, middleware, databases, backend, frontend applications) is a plus
#LI-LP2 #LI-Hybrid