Service Delivery Processing Specialist (Application Support Analyst)

ADP; North Sydney Council; On-site; AUD 90,000 - 140,000; Full time

Benefits offered by this job

Parental Leave

Wellbeing discounts

Employee benefits

Job summary

WorkForce Software, an ADP company, is hiring a Service Delivery Processing Specialist (Application Support Analyst) in Australia. You will be the front-line for solving client challenges, troubleshooting issues, and training users on WorkForce Software technology for clients with 10,000+ employees.

You will build relationships, work with stakeholders to reduce defects, and contribute to knowledge bases while staying current on product specifications.

Qualifications

• Minimum experience in technical/customer-facing support or application support.
• Strong SQL skills and ability to write complex queries.
• Experience with enterprise software and HR/payroll related domains is a plus.

Responsibilities

• Troubleshoot and resolve application/system issues to drive customer satisfaction.
• Build trust with customers through clear, proactive communication.
• Collaborate with internal teams to reduce defects and improve product performance.
• Contribute knowledge base content to enable self-help for customers.
• Stay updated on technical specs for WorkForce Software products.

Skills

SQL

Communication skills

Analytical aptitude

Team collaboration

Programming familiarity

Word/Excel experience

Tools

Word

Excel

Power BI

Job description

WorkForce Software, an ADP company, is hiring a Service Delivery Processing Specialist (Application Support Analyst)

• Do you like to solve problems and work in a fast-paced environment?
• Are you ready to join a company offering career advancement opportunities throughout your career journey?
• Are you looking for an inclusive environment with a culture of collaboration and belonging?

In this role, you will serve as WorkForce Software’s’ front-line for solving client challenges – including issue resolution, answering questions, helping clients, training their users on WorkForce Software technology, and more. You will work with clients who have 10,000+ employees. You carry the weight of our service reputation and client satisfaction in your hands.

The nature of what you do every day will not change – your #1 goal is to help clients when they reach out. However, every day will be different because the questions you receive will vary, as will the solutions you provide each client with. There will be no shortage of new questions you receive, which will keep things interesting. But don't worry, our top-ranked training will help to set you up for success!

Responsibilities

• Work directly with customers to troubleshoot and resolve application/system issues efficiently to drive customer satisfaction
• Build relationships and trust with customers through open and interactive communication
• Collaborate with internal stakeholders and management to reduce defects and improve overall product/system performance
• Contribute to customer self-help by authoring relevant knowledge base content
• Stay current on technical specifications for WorkForce Software products and Human Capital Management applications through continuous learning activities

Experience

• Prior technical/system support experience in a customer-facing role is highly preferred
• Strong SQL skills and writing complex queries
• Strong technical and analytical aptitude, specifically in complex, enterprise software applications
• Excellent oral and written communication skills
• Prior customer service experience is highly preferred
• Experience with business applications, such as Word, Excel, etc.
• Must work well as a team member and individually
• Familiarity or experience utilizing Java, C#, C++ or 4GL programming languages
• Experience or background in HR, Payroll, or Time and Attendance preferred
• Must be able to join on-call rotation and cover evenings/weekends as necessary
• Exposure to any Time and Attendance, Workforce Management software is an advantage

You’ll Love Working Here Because You Can

• Be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights.
• Unlock your Potential. Participate in leadership programs designed for you to lead using your natural strengths (Leadership Excellence, Advancing Women in Leadership).
• Grow your career with a company committed to workplace gender equality.
• Influence the Business. Join our employee-led groups iWIN – International Women Inclusion Network, Pride (LGBTQ), Thrive (Disability), Generations and connect with a network of people who share common interests and experiences.
• Access multiple leave options to suit your needs. Generous Parental Leave Allowance. Personal Emergency Leave. Cultural Inclusion Leave.
• Focus on your health and well-being. Access to Employee Assistance Program, well-being webinars, free flu vaccinations, and time off for R U OK day.
• Access WFS/ADP’s generous employee benefits including lifestyle and wellbeing discounts for you and your family from 450+ vendors Australia wide.