25 days old

Service Support Analyst II

Louisville, KY 40202

ADP is hiring a Service Support Analyst. The Service Support Analyst acts as the service team champion for the Retirement Services Education team and point support person for the Retirement Communication Manager (RCM) teams on all new or revised Retirement Services processes, procedures, initiatives, product releases, compliance seasons and regulatory changes. Monitors and reports on the status of assigned projects including identifying actual or potential issues which may delay final results or deliverables. Proactively identifies support issues pertaining to new products and procedures and recommends appropriate resources. Maintains comprehensive knowledge of applicable products, operating systems, and procedures. Assists in the development and delivery of product training for the Education team. Responsible for execution of client communications, including proper timing, coordination and notification to internal teams.,

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

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.

Responsibilities:

  • Acts as the service team champion for Education and point person for the Retirement Communication Manager (RCM) teams on all new or revised Retirement Services processes, procedures, initiatives, product releases, compliance seasons and regulatory changes.
  • Develop and maintain performance-based and analytic dashboards for RCM and Education teams.
  • Identify trends and perform strategic analysis with big data.
  • Identifies, develops, and is a key contributor to ON24 project plans and required resources with Project Team members and service center personnel. Researches the appropriate method and strategy to be used to successfully complete a project. Helps identify and implement new internal procedures for improving the quality of the Education Department. Acts as the central point of communication to the department / service center for all updates to process, procedures, etc.
  • Proactively identifies client support issues pertaining to new products, compliance events and regulatory changes, and develops and/or provides appropriate resources. Coordinate the compliance season planning and efforts. Coordinates & executes mass emails to clients as necessary.
  • Monitors and reports on the status of assigned projects including identifying actual or potential issues which may delay final results or deliverables. Analyzes the impact of new or revised products on regional operations. Identifies potential problems and assumes a lead role in coordinating their resolution with appropriate departments. Provides metrics/reporting to monitor activity, results and effectiveness as needed.
  • Provides the highest level of technical support, supporting the education team and being the final escalation point in education before escalating.
  • Participates in or facilitates meetings and initiatives as SME as necessary.
  • Maintains comprehensive knowledge of applicable products, ON24 operating systems and procedures by participating in focus groups, product committees and business conferences. Reviews and participates in the project meetings, PWR/system updates, releases and disseminates information as necessary.

QUALIFICATIONS REQUIRED:

 

  • 5-8 years years' experience in Retirement Services/401K product and compliance/regulator
  • Experiences with service team functions, processes, procedures and systems
  • Proficient use of tools to support daily functions such as Excel, SQL, Db2, etc.
  • Experience in creating dashboards and analyzing trends

Preferred Qualifications:

  • Experience with Access
  • Experience with Crystal Reports
  • Demonstrates strong oral/written communication skills.
  • Strong listening skills
  • Proficient use of tools to support daily functions such as Microsoft Office Products
  • Utilizes strategic thinking, analyzes impact, makes independent decisions, drives results, problem solves
  • Demonstrates strong presentation skills. Ability to coordinate and take lead on calls and in meetings.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.

Industry

  • Other
Posted: 2021-04-15 Expires: 2021-06-09

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Service Support Analyst II

ADP
Louisville, KY 40202

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