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Production Support Analyst I / Payroll


Augusta, GA
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Job Details

Company ADP USA

Job Title: Production Support Analyst I / Payroll

JobID: 5000191835906

Location: Augusta, GA, 30914, USA

Related keywords: payroll, technical, analytical, reporting, research, resolution, troubleshoot, FPC,jobs, resume ADP is hiring a Production Support Analyst I. The Production Support Analyst has advanced knowledge of ADP platforms, tools, and client specific information with an expert ability to navigate those applications. Has a thorough understanding of internal ADP departments and their roles in the payroll process. Takes ownership of escalations and performs (tier II level) Research and Resolution using advanced query skills and a broad network of internal and external SMEs. Strong communication skills and proficient in technical support and problem resolution for complex issues related to all areas of the payroll process. Demonstrated expertise in one or two areas of payroll administration (manual checks, garnishments, data entry, interface management or payroll processing), and/or one or two database platforms (Autolink, Enterprise, Payforce, Whitney and Vantage) and can manage multiple tasks while responding effectively to changing priorities. Strong client communication and presentation skills via conference calls, video meetings, as well as strong written communication skills. Consultative with both their internal and external clients. 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.


* Responsible for research and resolution of escalated issues for Payroll, Data Entry, Manual Checks, Garnishments, and Interface Management.
* Responding to all inquiries representing all support levels to client retained team, internal MPS and Shared Svc Teams.
* Perform trouble shooting, analysis, research and resolution related to all post-payroll processing and communicate resolution with clients and internal MPS teams
* Perform production exception processing support for the Shared Svc teams.
* Serve as a single point of contact and provide full research and resolution of escalated issues from multiple sources including both internal and external clients while thoroughly documenting all cases in Seibel.
* Work very closely with Shared Svc teams to provide information and to test and configure new client startups through both UAT and PAT cycles
* Act as an additional resource to assist with training of the Shared Svc and MPS (as required) teams on client specific changes.
* Develop and maintain research and resolution knowledge via the COS Portal.
* Conform to ADP's standard operating procedures and processes to meet production and client requirements and SLAs.
* Demonstrate accountability, compliance, and adherence to complete payroll quality standards, ADP policies, SAS70 and confidentiality.
* Identify and resolve systemic or broad client impacting issues related to the client Database and/or Documentation.
* Conduct research, and work closely with the production teams to help create Production Exception Reports (RCA Documentation) that can be presented directly to our clients, and monitor success of resolution.
* Identify vulnerabilities and opportunities for improvement, as well as maintain stats and record issues to help develop a trend analysis that will drive improvement in all areas of Shared Services. (Work closely with CIG)
* Perform data analysis to identify systemic issues and identify trends.
* Develop and drive implementation of systemic issues prevention plans.
* Track and report success of all prevention plans.
* Build relationships of trust, respect, and partnership by providing World Class Service to our external clients and our internal production and support teams.
* Work directly with production team leadership and external clients to resolve areas of client dissatisfaction and prevent further occurrences.


* 2-4 years multi-state payroll processing experience or the equivalent in the areas of: Manual Checks, Garnishments, Data Entry, Interface Management or other directly related work experience.

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