Systems Support Analyst

3 weeks ago

Mulgrave, Australia ADP Full time

**Position Title**: Systems Support Analyst

**Reporting Line**: Development Manager

**Position Purpose**: This role is a key contributor to continuity and quality of ADP services for clients and client-facing associates, providing tier 2 product support in line with ADP's service level agreements.

**Key Responsibilities**:

- Monitor and perform preliminary troubleshooting on systems supporting ADP products, collating both functional and technical information for analysis.
- Provide direct client support for complex issues where appropriate
- Ensure upstream teams can benefit from timely resolution as well as any instructions to remediate or prevent similar issues in the future
- Work with tier 3 engineering and development teams where an escalation is required
- Respond to service requests within ADP's service level agreements (SLA's)
- Collaborate regularly with R&D Scrum teams to help drive down development support backlog
- Communicate with all parts of the business, including regular updates on progress of requests, issues, and incidents
- Provide setup and management of client integrations including Single Sign On, SFTP, APIs and more
- Deploy authorized changes to both internally hosted production centres and cloud-enabled infrastructure
- Collate evidence for audits as required and ensure consistency in operational controls for product systems
- Maintain comprehensive documentation for all supported technology; help create an environment of 'best practice' sharing across teams
- Produce reports on product support trends and incident root causes, help identify corrective action with both upstream and downstream teams
- Liaise with regional/global ADP teams, as well as external suppliers as needed
- The role is expected to provide after-hours and weekend support on a rotational basis

**Experience**:

- Extensive experience working within an Application Support environment with a demonstrated focus on improving the end user experience across multi-product platforms
- Demonstrated track record of taking initiative to dig deep into poorly understood system issues, diagnose and document problems, as well as their solutions or workarounds
- Experience with a variety of monitoring and logging tools
- Experience with scripting regular Linux or Windows tasks to improve efficiencies
- Experience using SQL and RESTful APIs for querying data sources across enterprise-type databases
- Demonstrated ability to continuously drive improvement, either directly or part of the wider organization
- Demonstrated methodical approach and attention to detail with the ability to prioritise effectively

**Certifications / Qualifications**:

- Tertiary qualification or comparable industry experience
- ITIL certification

**Skills**:

- Administration of live client systems Linux and/or windows
- Communication skills suited to provision of excellent customer service, stakeholder engagement and documentation preparation.
- Optimisation of system configuration to finetune performance to business requirements
- Results Accountability
- Change management
- User training

**Key Stakeholders**:

- Client-facing teams in Service / Implementation / Money Movement
- Product owners and development teams
- Site Reliability Engineers and Infrastructure teams

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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