Manager, Dayforce Apllication Support

Based out of North and Central America Hub in Toronto (hybrid office/remote) the Dayforce Application Support Manager will be accountable for analysis, configuration, validation, issue resolution, and training of our HRIS Software, Dayforce by Ceridian.  A successful candidate will have the ability to build strong relationships across all levels while demonstrating superior customer service. As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. 

What is in it for you:

• Employee Discount Travel Program
• Employee Assistance Program (EAP)
• Extended healthcare plan coverage
• Opportunity to develop your talent and grown within the Company and across the globe!
• Ability to make a difference through our Corporate Social Responsibility activities such as Planet 21

What you will be doing:

Application Support (60%)

• Assist properties with configuration enhancements or issues including but not limited to:
  • rules and policies pertaining to scheduling, timekeeping, punch policies, time off entitlements
  • the property’s site and onsite departments, jobs, positions
  • payroll earnings and deductions codes
  • legislative, regulatory and/or union rules
• Liaise with key stakeholders and 3rd level support staff (Ceridian, Users, IT staff, and Global support teams) as well as end-users to ensure applications are maintained at optimal levels of availability
• Understands and respond proactively to business needs as they apply to the usage and support of restricted systems and/ or applications
• Build internal control documents and process maps 
• Ensure that segregation of duties and internal controls are adhered to
• Track change requests from properties and evaluate need for system configuration change versus need to adopt current system set-up versus org. readiness
• Develop training resources, tools and workshops to deploy to properties regularly 
• Create a calendar of critical / reoccurring tasks to help proactively get in front of changes (i.e CBA negotiations, yearend task)
• Establish and communicate best practices
• Frequent audits on the Dayforce system and current configuration
• Ensure system configuration is compliant to federal, state/provincial and local laws
• Oversight for invoice reconciliation, tracking and back-charging hotels on a timely basis
• Monitor tickets, SLA adherence, and establish regular KPI cadence 

Projects (25%)

• Provide support in planning, testing and implementing application upgrades
• Works cross-functionally with team members within the group as appropriate to facilitate the roll-out and deployment of additional interfaces or integrations
• All Mergers and Acquisitions where system implementation is required
• Assist with building out the support team and model including, development of SLAs, hours of operations, property ratio to resource, intake management system etc.

Staff and Vendor Management (15%)

• Effectively manage a small support team
• Maintains effective working relationships with all levels at the property as well as Corporate 
• Coordinate with other support staff, helping them to resolve more complex issues and technical situations 
• Monitor vendor performance, SLA adherence 
• Be the primary point of contact for the vendors during the management of major incidents 
• Provide input during contract negotiations with the Application Support vendor

Your experience and skills include:

• Hands on experience supporting and maintaining Dayforce environments and applications
• 3-5 years' experience in Payroll is an asset
• Must have strong analytical and problem solving skills
• Familiarity with Application Support processes and with a background in SQL Server Database, SQL Language and ticketing systems is considered an asset
• 2-3 years management experience
• Ability to handle complex business problems within the context of technical solutions • Ability to manage multiple tasks and support calls with minimal direction
• Experience using MS Excel to combine, integrate and review data - comfort with the xml format a definite asset  
• Exceptional time management and project management skills
• Ability to lead, collaborate & work effectively within cross functional teams
• Ability to simplify documentation and technical information for the larger non-technical audience
• Experience developing training guides, processes, and reference documents as well as delivering training workshops, webinars, and other learning tools
• Excellent people skills with the ability to communicate easily and effectively in multiple media and to all levels of the Firm
• Ability to handle complex business problems within the context of technical solutions 
• Ability to manage multiple tasks and support calls with minimal direction

Your team and working environment:

• Based as the Toronto Regional Office with a hybrid work scehdule, this role will work within the North & Central America Region Dayforce Implementation Team.

Note:  Must already be legally entitled to work in Canada to be considered for the position

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.