Technical Support & Issue Resolution: 

·       Provide technically accurate and sustainable resolutions for client issues related to the ADP Lyric Time solution and its integrations (e.g., Celergo, GV Service teams, Payroll Partners).

·       Take ownership of technical gaps between client requirements and ADP Time soltuion, collaborating with cross-functional teams to resolve complex issues.

·       Analyse software bugs and enhancement requests, liaising with R&D teams to support system upgrades and product improvements.

·       Perform system testing to ensure compliance with legislation and client-specific requirements.

Configuration & System Setup: 

·       Configure ADP Lyric Time software parameters to meet detailed client requirements, ensuring optimal system performance and compliance.

·       Develop and maintain detailed solution configuration documentation following best practices to support interactive modelling and client confidence.

·       Support data cleansing, mapping, and conversion activities, providing technical assistance during reconciliation phases.

Product Knowledge:

·       Possess the highest level of HR and Time management knowledge and the necessary competencies to deliver the maximum value to ADP’s clients.

·       Maintain up to date knowledge of Lyric Time Product, related news and any developments to the product.

·       Liaise with the Product Manager to provide feedback on the product and to understand future product direction/ changes.

·       Provide assistance and liaise with the Product Manager & Project teams to propose and deploy new enhancements.

Client Training & Knowledge Transfer:

·       Assist in preparing and updating training materials and manuals; deliver training sessions to clients and internal teams.

·       Educate clients on product capabilities and best practices, leveraging deep product knowledge to enhance client understanding and satisfaction.

Collaboration & Continuous Improvement:

·       Maintain open communication channels with internal stakeholders (Product Management, Implementation, Client Services) to ensure seamless issue resolution and service delivery.

·       Use Business Process Improvement (BPI) tools to identify, measure, and resolve process inefficiencies, contributing to continuous service enhancement.

·       Participate in knowledge sharing and team development initiatives, mentoring junior consultants when applicable. 

Education & Experience:

·       Graduate or Postgraduate degree.

·       4+ years of experience with Time Management solutions, preferably ADP eTime or Workforce Manager.

·       Prior experience in client service or systems integration within a technology-driven environment. 

Technical Skills:

·       Strong configuration and consulting skills for time management products.

·       Proficient in analysing and documenting business requirements and translating them into technical specifications.

·       Experience with data mapping, cleansing, and conversion processes.

·       Ability to develop and execute test scripts and support UAT activities.

·       Familiarity with issue tracking systems and defect management processes.

·       Proficient in Microsoft Office tools (Excel, Word, PowerPoint, Project, Visio) for documentation and presentations. 

Languages:

·       Proficiency in English (C1).

·       Advanced French is a plus. 

Soft Skills:

·       Excellent communication and interpersonal skills.

·       Strong analytical and problem-solving abilities.

·       Client-focused with a professional approach to managing expectations.