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JOB PURPOSE & KEY OBJECTIVES:
Part of the HCM Centre of Excellence, the France NA Support Specialist role is to support the National Accounts Business Unit in France with their NA applications client base. The goal of the France NA Support Specialist is to work as a first level support for our client’s human resources and payroll systems. The France NA Support Specialist will solve client request via configuration, testing and defining functional specifications for the human resources and payroll systems. 

KEY DUTIES/TASKS:

• Analyze client issues and propose solutions to meet end user requirements
• Assist as first level support for our clients with their Human Resources and payroll systems
• Follow batch programs launch and execution rigorously
• Solve client bugs (tracked via our CRM system) within contractual SLAs
• Report activity (qualitative, quantitative).
• Solve requests: by developing, testing, answering Front Office consultants
• Establish a close partnership with Front Office consultants
• Tracks activity via CRM in order to give visibility to the team on all actions taken
• Write or amends existing technical process specifications
• Refer difficult cases to a second level support team
• Is able to perform functional tests on the application
• Maintain mailing list documentation and application contacts up-to-date
• Make sure the payment planning of all customers is up-dated and set up payment process follow in the support calendar
• Program and follow the execution of payroll processes and inform the client by mail or CRM
• Standard working hours are from 9:00 to 18:00. But there is a rotation within the working hours. Once every 12 weeks you will work one week from 1pm to 9pm.

SKILLS:

• French oral and written – B2/C1 level
• English oral and written – B2/C1 level
• Solid understanding of Microsoft Office
• Basic SQL skills or very good knowledge of Excel (you have to know how to create functions, pivot tables etc.)
• Previous knowledge of HCM solutions is a plus
• Understanding of French payroll is a plus
• Client Service experience

SOFT SKILLS

• Good relationship skills
• Good analytical skills
• A taste for customer service and responsibilities
• Ability to adapt and manage complex situations
• Autonomy and initiative
• Good teamwork skills
• Logical, organized, rigorous in applying the process, curious
• Knows how to manage stress
• Good interpersonal skills

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.