Global Integration Architect

**GIC Global Integration Architect**

Provide service/ support to customers using HCM integration with client's HR system of record on global platform

**GUIDING PRINCIPLES**
- Responsible for client relationship regarding the global integration services
- Expected to co-ordinate internal communication across all Integration Service teams for the particular clients between EMEA, NA & APAC regions
- Responsible to support also other activities related to client service such as user training delivery, additional after go-live system configuration activities etc..
- Responsible for managing global Change request Process and co-ordinate all regional/local service teams where local involvement is needed (global & local system maintenance and testing co-ordination)
- Responsible for consistency message and quality level of Client Service across all 3 regions
- Become a global CS single point of contact to the client global counter part's team for any discussion topics related to global functionality

**TECHNICAL RESPONSIBILITIES**
- Lead regular calls with clients to review global/local integration tickets
- Deliver a design and mapping for global integration tickets
- SPOC for any integration related topics for the clients and SRM/SCP at global level
- Advise clients on best practise of design and mapping on their SOR
- Facilitate super user training on integration
- Provide input to Global SRM and SCP for business review meetings
- Support integration consultants on reviewing, analysing and designing complex issues and Change Requests
- With the support of PM (when needed), co-ordinate technical activities related to the client integration issues & Change Requests across:

- all live GV/CSL payroll service teams
- eTime, Benefits, SF (for full scope), Insight Dashboard
- GETs and GSO (SFTP, SSO, authentication, GDPR, etc..)
- Products and SOR (WorkDay, Oracle, SuccessFactors)
- Implementation projects (GSD, PS, PM)
- Cooperate with above teams to avoid regression on live data and processes when new integration features are deployed by ADP product or by SOR (WD, OR, SF)
- Cooperate with GTT in regression testing after monthly Feature Pack
- Inform clients on new integration features released by ADP product
- Review and validate documentation provided by Implementation during Transition to Service.

**PROBLEM RESOLUTION**
- Take ownership of regular reviews of all open global tickets and regular updates to the client global team with the support of GSDM
- Be in charge to address on-going problems faced by the client when they use system if the case has been escalated to him/her by the first line relation center
- Analyze the problem on a global level, estimates and proposes the resolution process with the possible support of product management
- Manage the configuration and test the changes and then ensure that they get available for the client
- Ensure new integration clients are on-boarded and stabilized in alignment with all other non HCM/PY functionality
- Participate in transition process between implementation phase to service support phase and review the learning points
- Participate in defining cross functional service scope, responsibilities and delivery list with client
- Ensure Internal communication and further co-ordination
- Keep Leadership team updated on HCM integration matters and GIC Client Service team progress and procedures

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