WFM Technical Lead - EMEIA

Job Title

WFM Technical Lead - EMEIA

Location

Bangalore, India

Job Summary

We are seeking an experienced ADP Workforce Manager (WFM) Technical Lead Subject Matter Expert to join our Global HR Systems team. Based in India and reporting to the Director, Global HR Systems, this role will serve as the primary technical owner and expert for the ADP Workforce Manager platform supporting employees across the EMEIA region.

This is a highly specialized, hands-on technical role responsible for the configuration, maintenance, optimization, troubleshooting, and ongoing evolution of the ADP WFM platform. The successful candidate will possess deep expertise in workforce management systems, including complex pay rules, schedules, accruals, time collection policies, integrations, interfaces, and system architecture. Experience with ADP Celergo Payroll and workforce management-to-payroll integrations is highly desirable, as the role will collaborate closely with payroll teams to ensure accurate and compliant processing across the EMEIA region. In addition to supporting ADP Workforce Manager, this role will provide technical oversight for legacy time and attendance systems that remain in use across parts of the region.

The role will partner closely with HR, Payroll, IT, and regional business stakeholders to ensure system stability, regulatory compliance, operational efficiency, and an exceptional user experience. As the platform SME, you will lead technical problem resolution, drive continuous improvement initiatives, support new country implementations, and ensure the workforce management ecosystem operates reliably across multiple countries and payroll environments.

Key Responsibilities

ADP Workforce Manager Platform Ownership

• Serve as the primary technical Subject Matter Expert (SME) for ADP Workforce Manager across the EMEIA region.
• Own system configuration, maintenance, enhancements, upgrades, and technical governance of the platform.
• Design, configure, and maintain complex workforce management rules, including pay policies, attendance policies, absence management, accruals, scheduling rules, labor allocation, and exception management.
• Evaluate system performance and proactively identify opportunities to improve functionality, user experience, efficiency, and compliance.

Technical Support Troubleshooting

• Lead the investigation, diagnosis, and resolution of complex system, configuration, integration, interface, and data-related issues.
• Perform root-cause analysis on recurring issues and implement permanent corrective actions.
• Troubleshoot inbound and outbound integrations between ADP Workforce Manager, SuccessFactors, payroll systems, and other connected applications.
• Monitor system health and data integrity, ensuring issues are identified and resolved before impacting business operations.

Service Management

• Manage and prioritize incidents, service requests, enhancements, and defect resolution activities through ServiceNow, ensuring adherence to established service level agreements (SLAs) and support standards.
• Monitor ticket queues, provide timely updates to stakeholders, and ensure issues are resolved within agreed response and resolution timelines.
• Develop and maintain knowledge articles, support documentation, and operational procedures to improve support efficiency and user experience.

Implementation Continuous Improvement

• Lead technical workstreams for new ADP Workforce Manager implementations, country rollouts, system enhancements, and migrations.
• Support project planning, requirements gathering, solution design, testing, deployment, and post-go-live stabilization activities.
• Review existing system configurations and implement improvements to increase stability, scalability, and operational effectiveness.
• Partner with business and functional stakeholders to translate complex workforce and payroll requirements into scalable technical solutions.

Integration Data Management

• Manage and support interfaces between workforce management, HRIS, payroll, and related systems.
• Ensure accurate employee, time, attendance, absence, and payroll data flows across integrated platforms.
• Validate, reconcile, and resolve data discrepancies impacting payroll processing or regulatory compliance.
• Support system testing, regression testing, and validation during updates, enhancements, and releases.

Regional Governance Support

• Establish and maintain global standards, configuration documentation, technical procedures, and support models for workforce management systems across EMEIA.
• Provide expert guidance to HR, Payroll, IT, and regional stakeholders on system capabilities, best practices, and solution design.
• Support multiple countries simultaneously while balancing competing priorities, timelines, and local legislative requirements.
• Act as the escalation point for critical workforce management issues and production support activities.

Required Qualifications

• Bachelor's degree in Information Technology, Human Resources, Computer Science, Business Systems, or a related discipline.
• 5+ years of hands-on experience administering, configuring, and supporting workforce management or time and attendance systems.
• Deep technical expertise in ADP Workforce Manager, including configuration, troubleshooting, maintenance, testing, and production support.
• Demonstrated experience configuring complex workforce management rules, pay policies, work schedules, accrual programs, attendance programs, and time collection processes.
• Strong understanding of workforce management system architecture, interfaces, and data structures.
• Experience supporting HR, payroll, and time management integrations across enterprise platforms.
• Proven ability to diagnose and resolve complex system issues through structured root-cause analysis.
• Experience leading or supporting global or multi-country system implementations and enhancements.
• Strong analytical, problem-solving, and technical documentation skills.
• Excellent communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
• Experience using ServiceNow or a comparable IT Service Management (ITSM) platform for incident management, service requests, problem management, and change management.
• Proven ability to manage support queues, prioritize workloads effectively, and consistently meet or exceed defined SLAs and support performance metrics.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.