Global Support Analyst

Job Title

Global Support Analyst - Level 2 (Workforce Management)

Company

The end client provides a comprehensive and innovative suite of Workforce Management applications and services that go far beyond traditional time and attendance solutions. Headquartered in Parsippany, NJ with it’s Global Support Center in Toronto, Canada, the end client is the only Workforce Management software company leveraging industry specific knowledge repositories of work rules and best practices to speed our clients’ time-to-benefit, maximize their return-on-investment, reduce their long-term costs, and dramatically increase employee satisfaction and productivity. The end client's WFM success is reflected in an impressive client list of commercial and public sector institutions that range in size from 1,000 to over 130,000 employees

Overall Profile

The incumbent will be responsible for providing Client focused application and technical support for the client's Workforce Management Suite of products in large and complex organizations. This includes the troubleshooting of application, network connectivity and performance related issues at Level 2. This role includes championing the support of the core product. The position is primarily based in the end client's Global Support Center, Toronto, ON Canada.

Responsibilities

· Support existing legacy clients and new Work Force Client product lines. Develop a close working relationship with client Level 1 support and to ensure that issues are assessed and logged in the company’s Service Management System accurately. Ensure that Clients are regularly updated with the status of open cases and that diagnosis and treatment of these issues are performed according to Service Level Agreements and business prioritization factors.

· To advise and provide problem diagnosis on client implementations from the technical point of view. Proactively uncover potential problems in client environments before issues arise. This many include reviewing specific application code to identify issue root cause.

· When issues arise the incumbent should use best judgment to immediately resolve the issue, completely diagnose and document the issue before escalating to Tier 3 or generate an escalation to the core Development team or Product Management.

· If the issue is escalated, the Global Support Analyst must continue to maintain ownership of issue and drive it to resolution on behalf of the Client.

· Needs assessment, including analysis and documentation of time & attendance, payroll and scheduling rules; identification and implementation of system and custom solutions to these requirements

· Define, analyze and implement special customer requirements; including design and programming of Customized system enhancements based on user defined criteria

· Participate in the implementation of the end client's Workforce Management Suite of products

· Participate in the “best practices” programming and parameter setup of system to accommodate customer driven time & attendance, payroll and scheduling rules; provide validation and logic testing of these rules

Profile

· Excellent communication skills (written and verbal) – French considered an asset

· J2EE programming experience of an intermediate level at a minimum

· Understanding of customer service and Service Level Management

· Self managed, able to monitor own caseload

· Ability to manage multiple issues simultaneously within a high activity, fast paced and evolving environment

· A positive solution orientated attitude

· Confidence in dealing with external Client and Partner situations

· Independently responsible and able to work in pressured situations as part of a team

· Quick learner, adaptable, professional and diligent

Skills/Experience

· 2-3 years of Customer Service (client facing) support experience

· 2-5 years of technical application support experience

· 2-5 years of business analysis/troubleshooting experience

· Superior technical knowledge and experience with MS SQL server and Oracle along with windows NT, 2000 and 2003/5 application support

· Experience with Delphi programming

· Intermediate or Senior level Programming experience to J2EE standards

· Solid technical understanding of web-based technologies such as J2EE, XML, BEA WebLogic, IBM Websphere and Linux

· Experience with enterprise-wide HRIS, payroll, and/or Time & Attendance systems (ADP, PeopleSoft, SAP, Oracle, Ceridian, etc.)

· Knowledge of Human Resource and Payroll Administration policies, guidelines, and workflow for mid-sized and large organizations

· Outstanding analysis skills to quickly understanding your client’s business issues and to define the optimal solution to leverage product capabilities.