GV Sr. Application Service Consultant

Job Description

ADP is hiring a Global View Customer Relationship Management (CRM) Support Analyst. The CRM super-user is responsible for deploying the SAP CRM solution to both clients (via the portal) and internally to ensure proper reporting as per agreed upon Service Level Agreements.

The CRM super-user will therefore be in charge of the following assignments :

• Deployment of clients and GV users to SAP CRM portal.
• Functional analysis and testing (SAP Portal / SAP CRM)
• Communication, training, assistance to users (internal/external) and pre-sales.

The role is to work in an international environment and will require a capacity to deal with technical aspect but also excellent functional understanding of the solution as well as very good communication skills and the ability to work in a multi-cultural environment.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

RESPONSIBILITIES:

Technical (clients):

• Have CRM questionnaires filled in by clients designated users, create corresponding SAP CRM tickets, created portal links, test portal, reset external passwords, add new users
• Rolling out clients to the SAP CRM solution (designated users + employees if COS clients) through training on use of the portal and distribution of appropriate documentation
• Coordinate testing of Client UIFNs
• Provide portal demonstrations to potential clients either in person or via webinar

• Install, test and deploy internal users and CRM access to users PC's
• Reset user passwords
• Add new users to CRM
• Add new EU Companies to CRM
• Add new EU Sites to CRM
• Provide support to all EU users, assisting with resolution of issues and queries

Training and assistance to users (internal/external) and pre-sales:

• GV end-user training
• Client designated users training
• Preparation of training documentation
• Ensure team members are trained to perform their operational tasks (including World Class Service, SAP, Payroll, GV methodology...)
• Train new hires
• Provide rollout support and training where necessary for new releases

CRM functional analysis and testing / compliance to global CRM processes:

• Attend weekly SuperUser meeting's (conference call -- not always during normal business hours)
• Apply best practices
• Analyze and test new functionalities
• Responsible for providing prioritized requirements from Europe
• Propose enhancements to SuperUser group for consideration and participate in process reengineering with other regional CRM SuperUsers as necessary
• Distribution of documentation and User Updates to Regional associates as appropriate
• Ensure escalation of CRM related issues to Shared Service Center Manager, Service Managers and Quality Director.

QUALIFICATIONS REQUIRED:

• Over 3 Years, Up to 5 Years of Directly Related Experience
• Bachelor's Degree with a Major Area of Concentration in IT, Business, Computer Technology.
• Excellent SAP CRM / Portal knowledge (functional/technical)

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• SAP HR experience.
• Service mindset oriented
• Excellent client / people facing skills
• Excellent training skills for internal/external customers
• Ability to resolve customer end-users CRM inquiries and escalated issue tickets
• Ability to act as liaison with various internal and external contacts
• Good verbal and written communication skills (English is a must)
• Ability to analyze and resolve problems through effective customer interface and communication
• Ability to prioritize workload, set and achieve goals
• Good command of SAP HR

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.