Sr Implementation Consultant

In this position you will provide technical API support to ADP clients regarding the resolution of product hardware, software and operating system issues via phone or remote access.

The successful candidate will also support the end users, including installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives. As an API support analyst, you will manage the day-to-day contacts and inquiries that are received from our API customers and potential customers.

RESPONSIBILITIES:

• Provide technical support to clients regarding the resolution of Application Programing Interface software via phone, email or remote access for all supported applications or products.
• Responds promptly and professionally.
• Analyzes client issues to determine if resolution can be found on initial call or if second level support is required.
• Effectively troubleshoots, replicates and develops workarounds for client issues.
• Documents and communicates the results to the client and/or Corporate Development.
• Maintains appropriate records of client contact through the CRM system.
• Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional.
• Resolve and manage REST API requests regarding programming interfaces, including inbound/outbound API calls using required tool and technologies during customer development and maintenance phase.
• Assists in new product pilots and roll outs to other departments and clients.
• Engage in development discussions to create/improve our internal process and systems.
• Assist in implementing internal knowledge based and updating client facing documentation.
• Acts as team lead and mentor to the rest of the organization.
• Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner.
• Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings.
• Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products.
• Performs other related duties as assigned.

• 3-5 Years ADP Client Services or equivalent experience required. 
• Experience supporting ADP Canada clients and partners particularly APIs and integrations required. 
• Familiarity with WFN platform integrations required. 
• Experience participating in client pre-sales calls required. 
• Business to business client service interface experience with HCM functional area expertise and/or product/feature expertise
• Good understanding of IP networking, API and system architecture.
• Working knowledge of POSTman Tool or equivalent for analyzing and resolving support issues.
• Willingness to work on a flexible schedule at times to provide support for West Coast clients and partners.
• Ability to manage multiple initiatives concurrently.

PREFERRED QUALIFICATIONS: Preference will be given to candidates who have the following:

• Bachelor's Degree Preferred or Equivalent in Education or experience with a Major Area of Concentration in Information Technology.
• MCP Preferred or Equivalent experience
• Microsoft office suite, client server, Operating Systems, TCP/IP
• Understanding security protocols like TLS, PKI and Oauth2
• Troubleshooting and Analysis Technical Communication - written and verbal Problem-Solving Organization and Time Management Probing