ADP posted a job you might be interested in

ADP



OTI Issue Resolution Specialist

Augusta, Georgia Area, US - Computer Software, Financial Services, Human Resources

Requisition #: 76310

Job Title: OTI Issue Resolution Specialist

Country: United States

State: Georgia

City: Augusta

Employment Status: Full Time

Job Responsibilities:

(Description):

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.



Insightful Expertise is a core value at ADP and in Finance, our colleagues around the world depend on us for that. Whether it's a new product in development, a new technology under consideration, a new business acquisition or a new office opening - Finance plays a critical role in ADP's growth. We are a passionate partner committed to ADP's success - and are looking for like-minded individuals who want to be part of our winning team.



OTI Issue Resolution Specialist

• Tier II support level to Sales, Implementation and Shared Svc Teams for resolution of inquiries and escalations. 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 Sales Force. Timely acceptance and effective resolution of cases submitted to the OTI group via Sales Force is required. Research and resolution of Order Entry, Billing and Roll Call inquiries to ensure errors are identified, categorized, and recorded to facilitate valuable measures and metrics for analysis. Ensure appropriate follow through and follow up communication is complete to close cases to the satisfaction of the case initiator


• Assist with core Order Entry, Roll Call and Billing activity based on production peaks. Conform to ADP's standard operating procedures and processes to meet production and client requirements and SLAs


• Perform exception processing support for the Shared Svc teams


• Assist with transfer of knowledge or dissemination of policy and procedure changes to assist the OTI Specialist with gaining proficiency


• Assist with product migrations and other Order Entry and Billing special projects


• Develop and maintain research and resolution knowledge via the continued knowledge gain using TMS curriculum as well as seeking out subject matter expertise


• Demonstrate accountability, compliance, and adherence to quality standards, ADP policies, SAS70 and confidentiality


• Identify and resolve systemic or broad client impacting issues related to Billing, Order Entry, and Roll Call


• Conduct research, and work closely with the production teams to help create Root Cause Analysis (RCA Documentation) that can be presented directly to our internal clients, and monitor success of resolution.


• Perform data analysis to identify systemic issues. 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


• 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 OTI team leadership and external clients to resolve areas of dissatisfaction and prevent further occurrences


• Maintain any documentation for monthly SOX Audits for Key Controls required by Management

Experience, Skills, Academic:

Qualifications



ADP Order to Invoice experience or the equivalent in the areas of: Problem Solving, Order Entry, Billing, Issue resolution, Roll Call or other relevant work experience.



Education



High school diploma. College degree preferred or equivalent experience and education.



Please check your email for an invitation for a phone interview if you are selected for further consideration.



About ADP



We power organizations with insightful solutions that drive business success. Consistently named one of the "Most Admired Companies" by FORTUNE® Magazine, and recognized by Forbes® as one of "The World's Most Innovative Companies," ADP has over a half-million clients around the globe and 60+ years of experience as a world-wide leader of business outsourcing solutions.



ADP is an Equal Opportunity Employer; Minorities/Women/Veterans/Disabled. ADP believes that diversity leads to strength.



LISVCNF



Job Category: Administration

Area of Interest: Administrative Support

Locations: United States, Augusta, GA



No salary provided



Posted June 30, 2014 at 05:24AM from LinkedIn http://ift.tt/1iMaH6a

via IFTTT