Analyst - Virtual, United States

About Us

WorkForce Software, an ADP Company, is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.

Over one thousand organizations with more than 4 million users in over 100 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.

The Analyst will assist with the application support intake and issue evaluation process. As first responder, the Analyst will troubleshoot incidents and actively work to resolve them or escalate as appropriate.  The position will report to the Global Support Manager

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

Requirements

• Strong technical and analytical aptitude, specifically in complex, enterprise software applications

• Prior technical/system support experience in a customer-facing role is highly preferred

• Experience with SQL and writing complex queries

• 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

Travel

• None

Education

• Bachelor’s degree or equivalent experience.

• Exposure to any ERP software is an advantage

This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.

WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department at careers@workforcesoftware.com, 1-833-987-3831.

WorkForce Software is an Equal Opportunity Employer.