Job Description

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.