Problem Resolution: ability to work systematically and logically to resolve problems, address opportunities and management situation at hand. Identify causes, relationships, implications and solutions.
Demonstrate knowledge and application of key methodologies employed by Application Support Team.
Business Consulting Skills - provide via professional manner and presentation with the ability to set, manage and satisfy customer expectations through personal involvement or delegation.
Excellent verbal and written communicaiton skills.
Ability to Mentor and Guide other associates in area of expertise.
SAP certification or equivalent SAP work experience.
Provide 2nd level post-live issue resolution within Service Level Agreement timeframes - specifically investigation, solution identification, recommendaiton, configuration, unit testing and solution documentation. Lead is escalation.
Prepare functional specifications and change control requests; including design and configuration details. Test and document change control requests. Lead handles most complex.
Deliver effective client communications and ticket management/resolution via CRM. Ensure that customer needs are addressed; work with GlobalView Product Manager on items that are not currently part of client's current offering.
Communicate effectively with ADP ancillary services. Liaise with Service Delivery Coordinators / Account Management. Attend client facing meetings as required.
Assess Support Pack configuration. Modify subsequent configuration and testing activities arising out of support pack application.
Identify, manage and test SAP Note application as an Advanced Correction.
Create and send Customer messages to SAP to request support and corrections.
Apply specialist knowledge in country and/or functional area to improve solution and services with a whole client approach.
Provide mentoring support and guidance to other consultants on areas of expertise.
Lead - develop, organize and lead team, including coaching, training, monitor and manage work activity. Resource planning and scheduling. Input into interview and selection process. Participate and provide input on developmental/performance activities of team.