the NAS Technical Product Consultant I is expected to perform the following Essential Duties & Responsibilities:
oAnalysis & Consultation
Analyzes existing client systems, interface requirements, business processes, and operations needs to determine client needs and appropriate solutions.
Conducts project initiation activities/needs assessments.
Develops design documents and customized reporting documents.
Provides professional consulting services in the areas of product/service customizations, business processes, complex custom reports, and special projects as related to implementation efforts.
oConfiguration & Integration
Performs basic system configuration to support new and existing clients.
Consults with clients on system and service configuration efforts, product adaptation, and best practice solutions.
oValidation
Partners with Project Services and Implementation to leverage validation tools to ensure system will perform its intended functions.
oClient Service
Proactively owns and manages high-touch customer relationships.
Acts as a single point-of-contact for customer issues.
Accountable for all technical/product issues and technical relationship.
Seen as credible partner to the client in regard to technical issues.
Ensures execution of all customer service level agreements (SLAs) for technical products.
Considers the client perspective in order to provide efficient and effective solutions.
Ability to use a variety of communication channels.
oProject Planning
Partners with Implementation and Project Services to ensure issues and risks are documented and works with team members to resolve.
oProduct Support
Performs troubleshooting across a range of environments and operating systems and advises users of appropriate actions, escalating as necessary.
Applies understanding of fundamental industry terminology, process flow, and structure to problem solving and communications.
Bachelors degree in HCM related field or equivalent education and experience
3 4 years of experience working in a client service environment
Proven ability to maintain focus and work effectively with multiple demands
Ability to work as part of a team to accomplish tasks
Strong client relationship skills
Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level
Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
Proficient in the latest web technologies and working knowledge of various operating systems
Excellent analytical and time management skills
Strong client/admin service orientation
Designing better ways to work through cutting-edge products, premium services and exceptional experiences that enable people to reach their full potential. HR, Talent, Time Management, Benefits and Payroll. Informed by data and designed for people.
