Description Summary: Responsible for software implementation, training and support for Labor Management. Setup and maintain customer specific reporting utilizing data gathered from multiple sources. Monitor data integrity and reporting information on a regular basis.
Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.
Primary Responsibilities
- Works under direct supervision to assist in training new and existing Labor Management customers to develop a basic understanding of the position's key competencies.
- Assists in training customers on basic features of M3 Time & Attendance, scheduling, and the time clock under direct supervision.
- Monitor system, data processing, and troubleshoot discrepancies as needed.
- Setup customer web-based reporting tool utilizing proprietary administration tool for new customers and new hotels.
- Establish relationships with third party vendors to set up data distribution, file schemas, and method of delivery.
- Work closely with a client liaison and customers to determine customer reporting needs or additional needs.
- Assist Project Coordinator from project kickoff and scope review through the initial designing and documenting customer reports, verifying report accuracy, delivering the final product, and final approval of the custom reports.
- Develops and maintains all customer report elements including detailed formula calculations. Verify reporting accuracy on a regular basis.
- Maintain Standard Work Instructions and End User Documentation as assigned. Work closely with Product and Development to deliver new features and product changes.
- Employ a high level of interpersonal and communication skills to effectively deliver customer requests.
- Deliver quality resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.
- Achieve and maintain to a performance standard. Including but not limited to, completion by due date, quality of work, customer satisfaction.
- Participate in training activities to maintain technical currency, and to broaden product knowledge.
- Be flexible and adaptable in assisting the support team during peak times, taking on support cases as needed to ensure smooth operations, especially when backfilling for absent team members.
- Foster a collaborative environment where the training and support teams work together to solve complex problems, leveraging their combined expertise to enhance overall customer support capabilities.
- Perform other duties as assigned.
Education/Training/Experience:
- Preferred: 1-2 years of experience in a directly related position.
- Bachelor’s Degree in IT, MIS or Computer Science preferred, or an equivalent combination of education and experience.
- Must have strong written and verbal skills in English.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)
- Specific certifications and trainings adding to the global experience of this professional welcomed and desired.
Physical Requirements:
- Ability to sit and/or stand for extended periods.
- Ability to perform work on a computer for extended periods.
- Ability to travel in representing the company’s interests required.
- Ability to attend work and meetings with excellent attendance and punctuality.
- Ability to bend and lift up to 25 lbs.
