Adp Human Resource Career: Jay - Chennai - Adp @ ADP

In ADP, we re building the next generation of technologies. Our mission is simple: Create powerful solutions that are efficient, intuitive, beautiful, and responsive. As a Senior Developer Advocate, you ll provide technical and product support for ADP s next generation HCM platform. As a team, you ll play a pivotal role inapplication developers understand the platform better, bridging business problems with technical solutions, so they can build world-class products.

• Handle inbound service requests or incidents via ticket system.
• Monitor, review and handle open/escalated tickets from Service Desk
• Support as necessary while also providing client updates for ongoing issues.
• Escalate issues to the Application Development team, when necessary.
• Diagnose and troubleshoot issues.
• Conduct system/application analysis and determine root cause of problems.
• Resolve user issues by reviewing system application information, recreating the user error and testing changes.
• Collaborate with the Application Development team to test solutions and enhancements.
• Validate application patches, releases and updates for bugs and defects.
• Provide guidance and solutions to clients concerning their issues including identifying problems, researching answers and corrective steps.
• Improve client references by writing and maintaining documentation (i.e. guides, KB articles and How To s).
• Summarize resolution for each client issue for incident and problem management.
• Mentor/coach new support team members and provide training on platform features/processes.

• Bachelor s degree

Experience:

• At least 4 years of application, software or web support experience.
• Strong verbal and writer communication skills are expected.
• Good analytical and troubleshooting skills with a demonstrated proficiency in technical problem solving/root cause analysis in order to identify issues and resolve
• Ability to work with non-technical clients to gather business requirements and technical clients to keep up to date with progress made in platform

• Knowledge/experience of web development tools, scripting and SQL queries is a plus.
• Experience working in distributed teams and dynamic work environment.