Product Technology Specialist

ADP is hiring a Product Technology Specialist.  In this role you will provide support to users and clients within the Total Absence Management (TAM) ecosystem. This position will liaise between all groups in IT to determine and communicate the best solution for our clients.

The primary focus of this role is to provide high quality technical expertise, guidance and support to TAM users, clients and all other functional areas involved in the resolution of TAM security, access, and compliance related matters.  This position is oriented around problem identification, application & system analysis, innovating solutions to highly complex client and regulatory issues and utilizing product knowledge, problem-solving skills and troubleshooting experience to resolve anomalous product issues. In addition, it is an expectation of the business that the Product Technology Specialist remain current on emerging technology and deliver expert support over new product rollouts and/or existing offerings to the end user community. This may consist of executing specific performance or functional tests over and on various platforms. 

They should be able to converse confidently with all cross-functional teams having a hand in the Engineering and Development functions for the supported system/application.  Since one of their primary roles is to facilitate continuous improvement for ADP's Products and Services, it will be necessary for them to be able to work within any phase of the product life cycle - this means they may work with Marketing, Analysis, Development, QA, Deployment, Engineering/OPs, Implementation and Service.   

A Technology Specialist should have Leadership qualities.  They may be asked to manage group projects of varying size, duration and scope.  They may also be asked to represent their Management team in cross-functional meetings and on conference calls.

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:
  • Executes on system access/removal requests and follows standard audit processes to ensure system integrity and only those who require access has access.
  • Answer’s incoming inquires and researches or solicits information from appropriate sources to resolve problems in a timely manner. Troubleshoots and identifies system vs. user problems. Makes decisions based on procedures, policies, and standards. Identifies feature incompatibilities and advises alternative approaches to achieve desired effect. Leverage tools (synthetic transactions, end user monitoring, SQL Tools, etc.) to research and trouble-shoot client cases.
  • For product issues identifies defects, user error, or enhancements. Help to diagnose problems and works closely with others including Development, QA, Web Tier to troubleshoot the situation, or creates a work around.
  • Provides technical / business expertise to other associates regarding area of functional specification. and serves as organizational Product consultant within specialized area of expertise
  • Partners with compliance manager to ensure technical compliance in accordance with federal, state and company policies are being maintained.
  • Partners with corporate Disaster Recover team to ensure Disaster recovery plans are current and supports execution of said plan should the need arise.
  • Supports and executes annual SOC1 compliance controls/testing.
  • Utilize extensive product/process experience to troubleshoot issues
  • Identify escalation point and resources for issue resolution
  • Identify resolution and communicate steps to Field organization
  • Ensures resolution is carried out in line with World Class quality standards
  • Coordinate communication with other functional areas to educate and expedite response to critical client solution
  • Assists in developing, aligning, and implementing department standards/processes, promoting standardization and reinforcing any and all security or regulatory driven processes.
  • Analyze the effectiveness of new/revised processes, procedures, and products for efficient operations and effective client experience by monitoring and reporting potential issues which may impact results
  • Stays up-to-date on product issues/ changes. Updates others on any newly acquired knowledge. Provides and creates proactive communication when situations need to be addressed to the field
  • Continually enhance knowledge and skills relating to new/existing/future products and rollouts as well as emerging technology and trends to increase proficiency in a technical support capacity.
  • Provide technical expertise to conduct specific performance or functional tests
    associated with resolving performance issues regarding the all ADP applications
    being utilized across Web and Database platforms
  • Works closely with development in determining future product enhancements based on documented and cataloged feedback from field associates and clients
  • Champion or assist the field with new product rollouts, releases, or patches internally or with clients and is accountable for accurate and timely communication and executing rollouts/releases/patches

QUALIFICATIONS REQUIRED:

• 1-2 Years of Directly Related Experience with system access support, disaster recovery and or SOC1 controls.
• Experience with ACL management strategies, preferred ADAPT knowledge
• Strong Excel and/or SQL skills

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

• Bachelor's Degree or Equivalent in Education & Experience with major area of concentration in Management, Business Information Technology, Teaching or Computer Science
• Attention to details - ability to comprehend federal and state regulations as well as SOC 1 guidelines
• Ability to interpret and communicate technology and security impacts of regulations and policies 
• Has earned or is working towards earning a Certificate as a Business Continuity Professional and/or CompTIA Security .
• Ability to troubleshoot/research issues
• Ability to utilize tools and resources available to track and prioritize defects/enhancements
• Root cause analysis of issues
• Leadership skills
• Experience mentoring, coaching and training other team members
• Ability to improve or enhance processes.
• Good communication skills

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.

Salary : $1 - $1,000,000