Technical support analyst - manager

Job Description

Responsibilities:

• Understand the ADP data architecture & format

• Understand the data flow incoming & outgoing to ADP & to other applications (Client & third party)

• Manage and maintain client employee data within downstream systems

• Assist in root cause analysis & resolution related to data issues

• Lead & manage impact analysis for configuration changes or for SME requested changes, including documenting outcome from analysis (e.g. decisions made)

• Support and monitor integrations between ADP systems and connected platforms (e.g., Oracle ERP, HRIS, payroll, or reporting systems)

• Collect and document requirements for configuration changes, use of functionality/modules (available but not used)

• Lead & manage required testing related to the application. Diagnose and resolve complex application and integration incidents, leveraging logs, interface monitoring, and error reports

• Responsible for resolving complex production support issues within the agreed-upon SLA

• Serve as the primary point of contact for ADP (for all modules in use)

• Interface with ADP to get issues resolved and support business testing the proposed solution - coordinate with other vendors that may be needed in issue resolution or with configuration changes

• Develop and maintain technical documentation, including configuration inventories, integration maps, complex functional user flowcharts, and troubleshooting guides.

Summary:

Insight Global is searching for a Technical Support Analyst (TSA) with strong experience supporting and optimizing ADP Workforce Manager (WFM) and ADP Workforce Now (WFN) applications to join one of our clients and go onsite 3x a week in NYC. This role serves as a support function and champion for both payroll and benefits platforms, leveraging deep knowledge of the ADP system to assist users and improve their experience, while owning new or existing reporting and managing the infrastructure for both platforms. This role is part of the enterprise technology support team responsible for ensuring system reliability, data integrity, and seamless integration between workforce management and other corporate systems.

The ideal candidate has a high level of business acumen, is technically driven, detail oriented, and has a consultative mindset. They must be comfortable working across application, data, and integration layers and be capable of critical thinking and working independently with little supervision. They will partner closely with internal IT teams and external vendors (including ADP) to maintain stable environments, implement configuration changes, and resolve complex system issues.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 3-5 years of experience supporting ADP Workforce Manager and/or Workforce Now in a technical capacity

• Proficiency with ADP configuration tools, reporting utilities, and integration monitoring

• Strong understanding of system configuration, interface management, and application troubleshooting

• Proficiency with ITSM tool ServiceNow

• Advanced Excel and data validation skills

• Strong analytical and critical-thinking skills, with the ability to work creatively to identify solutions to problems - Bachelor's degree in Information Systems, Computer Science, or a related technical discipline (or equivalent experience)

• Prior experience in an enterprise environment with integrated HR/payroll/timekeeping systems preferred

• Experience with Jira and Confluence for ticketing and enhancement process

• ADP Certified Specialist - Workforce Manager or Workforce Now