Enterprise Application Specialist (SQL)

This role will collaborate with client administrators as well as internal Dayforce Development, QA, and Services teams to champion client priorities and drive incidents to closure.

Enterprise Application Specialist

Team members in this role are responsible for delivering business-to-business application support to Dayforce’s Enterprise clients.  This role will collaborate with client administrators as well as internal Dayforce Development, QA, and Services teams to champion client priorities and drive incidents to closure. These roles will combine strong technical and functional problem-solving skills with a keen business sense to deliver world-class client-focused support.

ESSENTIAL FUNCTIONS

• Providing efficient and effective response and resolution to incidents within internal and externally driven SLAs. 
• Taking a project management approach to work to meet tight deadlines; work extensively on product performance related issues and provide recommendations keeping the broader client impact in mind
• Developing solid product expertise and industry experience  
• Maintaining the highest level of client satisfaction and client engagement by providing proactive support and consistently exceeding expectations that contribute to strong client relationships
• Producing high quality training material and come up with creative solutions/out of box thinking to address issues
• Monitoring client production environments
• Reproducing and meticulously documenting software defects that are only experienced due to corner cases used by Enterprise clients
• Assisting in a wide variety of operational projects including:
• Technical and scripting tasks
• Helping clients transition to support while utilizing best practices in coordination with internal Dayforce teams
• Enhancing the client support experience by resolving ‘issues’ vs. cases’
• Optimizing internal processes and procedures
• Demonstrating a high level of client engagement and developing strong relationships with key clients

EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS - Minimum Qualifications 

• Bachelor’s degree in computer science, Engineering, or relevant software/computer related fields
• Strong proficiency with SQL and an understanding of relational database systems.  A higher level of product and SQL knowledge to:
  • support complex configurations
  • advanced troubleshooting skills
  • take multiple permutations into consideration while testing proposed changes
  • complete root cause analysis
  • very frequently perform tasks to complete retroactive changes caused by product defects
• Typically, 2+ years of support experience in a fast-paced challenging environment
• Superior communication, organizational, project management and problem-solving skills
• Demonstrated ability to work with cross functional teams (Dev, Hosting, DBA, CO etc.) and superior communication skills to connect with these teams
• Debugging proficiency, including ability to read and debug code
• Familiarity with Microsoft Server Technology (e.g.; Windows / SQL Server)
• Exposure to hosting and change management protocols

Preferred Qualifications 

• Experience supporting HRMS, Payroll, or Workforce Management applications
• Completion of CPA Payroll Compliance Legislation and Payroll Fundamentals are a plus
• French language skills are a plus
• Silverlight / HTML

WORKING ENVIRONMENT & PHYSICAL DEMANDS

• General office environment with frequent flexibility to work from home
• Ability to work flexible hours and a willingness to work on call every 2-3 months