Custom Interface Specialist - PST Hours

We are seeking a Custom Interface Support Specialist to provide world class expertise to our customers as well as our team of highly skilled Tier I Support AM’s supporting our UltiPro HRMS/Payroll product suite. As the Custom Interface Support Specialist, you are part of a team of professionals that play a key role in supporting our custom interfaces within our Workforce Management solutions, providing in-depth analysis and timely resolutions/workarounds for client-escalated as well as Tier I escalated issues.

This position requires strong analytical, problem solving, and troubleshooting skills. The qualified candidate possesses broad experience in handling difficult or sensitive situations in a professional, timely, and thorough manner. Qualified candidates are self-starters and highly-motivated to provide excellent customer service. The ideal candidate will also have excellent verbal and written communication skills, as well as functional and technical knowledge of Human Capital Management Systems.

Ultimate is ranked #1 in FORTUNE’s Best Places to Work in Technology for 2016 and #15 for 100 “Best Places to Work For in 2016.” This is the 5th year in a row we have been ranked on FORTUNE’s list. We were #21 in 2015, #20 in 2014, and #9 in 2013. Ultimate is also ranked #6 on the inaugural list of “Ten Great Workplaces for Millennials” and #8 on Forbes magazine’s 2016 list of the “Most Innovative Growth Companies.”

Primary Responsibilities:

  • Daily use of MS SQL 2008 R2 for SQL Statements and Stored Procedures
  • Create scheduled jobs in SQL to run daily queries for data integrity
  • Utilize Microsoft SQL Server Integration Services (SSIS) platform for troubleshooting high performance data integration solutions, including extraction, transformation, and load (ETL) packages for data warehousing
  • Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response
  • Liaison between Client, Support Solutions Senior Custom Specialist, and Technical Consulting working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers
  • Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to Clients
  • Make recommendations for improving procedures
  • Attend internal and external department training sessions as required
  • Adhere to Support Center Practices (SCP) guidelines
  • Other duties as assigned by Support Solutions Manager
  • Available to provide support to the customer when the customer’s problem is urgent and demands a same day resolution or ‘work around’; This may require involving a Data Integration Consultant from the Enterprise Custom Interface team
  • Case ownership from initial contact to resolution; this may be inclusive of communication directly with the customer and dial into the customer’s system to diagnose and resolve the problem
  • Escalate to the appropriate Custom Interface Consultant for research and resolution as needed, providing updates on progress within the escalation document

Requirements:

  • Excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate to Product Analyst
  • Team player: collaborative, seeks input, accepts and incorporates feedback from others, and freely offers assistance
  • Highly organized, detail oriented and accurate with exceptional follow-up skills
  • Experience in handling difficult or sensitive situations
  • Strong verbal and written communication skills; being able to communicate effectively via printed material, on the telephone, and over electronic services
  • Minimum two year hands-on experience with Windows Operating Systems and Office
  • Ability to multitask, including multiple high priority issues and able to set and manage expectations
  • Customer-focused, positive and professional attitude
  • Self-motivated with a desire to learn and develop new skills
  • Knowledge of SQL Database Programming (MS Transact SQL, SSIS, Relational Databases)
  • Knowledge of Salesforce
  • Knowledge of Benefits Administration
  • Minimum 2 year hands on experience with the Ultipro Human Capital Management system

Education/Certification/License: Bachelor’s Degree: CIS, Business Administration or Human Resources a plus

Travel Requirement: Limited upon request


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