Job Description

JOB PURPOSE & KEY OBJECTIVES:

ADP Lyric HCM is a next-generation, AI-enabled human capital management platform designed to deliver a unified, global HR experience across the entire employee lifecycle. It combines advanced automation, data-driven insights, and a flexible cloud architecture to help organizations streamline HR operations, enhance employee engagement, and drive strategic workforce decisions.

The Implementation & Service Enablement Consultant supports successful deployment, transition, and ongoing operation of products, tools, and services across implementation and service delivery teams. This role partners with Product, Operations, Enablement, and regional stakeholders to ensure readiness, process compliance, adoption, and continuous improvement throughout the client lifecycle.

The Consultant serves as a key operational resource, supporting implementation governance, go-live readiness, service transitions, workforce planning, training, knowledge management, and issue resolution to drive consistent delivery quality and client outcomes.

JOB RESPONSIBILITIES:

Implementation & Service Readiness

• Configure and onboard tools to support implementation and service delivery.
• Capture and escalate tool gaps impacting delivery or service operations
• Identify Regional Product gaps and partner with Global Enablement team on business case and prioritization
• Validate go-live readiness using checklists, QA, and transition criteria
• Execute readiness activities, pilots, and go-live assessments using established checklists and quality standards.
• Ensure adherence to implementation methodologies, processes, templates, and milestones.
• Support live projects and post-go-live issue resolution and transitions from implementation to ongoing service operations.

Operational Excellence & Continuous Improvement

• Conduct quality reviews and process compliance checks before and after go-live.
• Support smooth transition to service (handoffs, docs, workflows)
• Monitor service operations for process adherence, SLA compliance, and workflow effectiveness.
• Identify, document, and escalate process, product, and operational gaps impacting delivery.
• Partner with stakeholders to resolve operational breakpoints and improve service effectiveness.

Product Adoption & Change Enablement

• Support release readiness and feature adoption initiatives.
• Develop and deliver communications, training, and practical guidance related to process and tools.
• Track adoption, readiness, and change effectiveness of metrics and report to stakeholders, as needed.
• Reinforce adoption during implementation and early service delivery.

Workforce Planning & Resource Support

• Track Workforce Planning (forecasting and demand planning) across Implementation and Service (NAS alignment and partnership for US workforce needs)
• Maintain visibility into skills gaps impacting delivery or service quality
• Ensure readiness for onboarding of project and service resources (tools, roles, access)

Transformation Readiness

• Ensure readiness for training, demos, and onboarding sessions

• Engage stakeholders to address breakpoints and ensure alignment

• Translate process/tool changes into practical “how-to” guidance for teams and clients

• Drive adoption at go-live and reinforce during early service months
• Track and report adoption, readiness, and change effectiveness metrics

Training & Knowledge Management

• Ensure the delivery of role-based training for implementation and service teams.
• Ensure new hires are onboard with correct learning paths and certifications
• Maintain and update playbooks, process documentation, transition guides, and knowledge resources.
• Identify content gaps exposed during Implementation or Service execution and provide just-in-time knowledge support during live delivery and service issues.
• Localize and ensure maintenance of region-specific knowledge content

Administrative & Stakeholder Support

• Support billing and expense submission activities and escalate discrepancies.
• Execute local/regional client and internal communications (product, compliance, service changes)
• Collaborate with cross-functional stakeholders to ensure alignment, readiness, and successful execution of operational initiatives.
• Performs other related duties as assigned.

REQUIREMENTS:

Education & Certification Requirements:

• Bachelor’s Degree. Bachelor’s degree in information systems, or Business Administration preferred (or equivalent in training and experience).

Experience:

• 3- 5 years project/program management experience in HCM implementation or service

• Strong understanding of implementation methodologies, service delivery models, process governance, and operational controls.

• Experience leading cross-functional initiatives and managing stakeholder relationships.

• Proven ability to drive process improvement, operational readiness, and continuous improvement initiatives in a fast-paced environment.

Languages:

• English C1 and (optional, but great to have): German, French, Italian, Spanish B2

Skills & Abilities:

• Professional manner and presentation and ability to professionally set, manage and satisfy customer expectations through personal involvement or delegation.
• Teamwork, work collaboratively with others to achieve group goals, working together to accomplish business results.
• Excellent written and verbal communication skills.
• Analytical thinking problem solving skills – work systematically and logically to resolve problems, address opportunities, or manage the situation at hand, identify causes, relationships, and implications.
• Consulting skills, understanding business requirements and mapping to ensure consistency to ADP template, while minimizing risk to both client and ADP.
• Methodologies - demonstrate knowledge and application of key methodologies employed by Implementation team and Project implementation methodology.
• Ability to prioritize tasks and time management skills, ability to work across various projects, ability to lead a team of consultants to effectively implement a solution.
• Ability to use tools such as Microsoft Excel, Word, PowerPoint, Project Place, Agile Place, and Visio to effectively update and maintain documentation / training / demonstrations.
• Client focused, demonstrate concern for meeting and exceeding immediate and future needs of clients.
• Good business process knowledge of correspondent module being implemented.
• Developing: Resolves Variety of Issues.