HR Services is a new global team established within EY Global Business Enablement that is organized under common leadership and a new operating model.
Responsible for HR processes, transactions and technology across our global organization, the mission of HR Services is to deliver world class globally consistent processes and enabling technology.
EY is embarking on an exciting multiyear HR system transformation journey that will deliver an integrated enterprise-wide cloud based HR platform.
This will enable the organization to meet its strategic talent / business goals and creates new leadership opportunities within our HR Systems team.
The Sr. Product Support Analyst role is a key member of the Product Support team responsible for providing support services for all EY HR systems to a global client base.
This position manages all functional operations activities and is involved in quality testing, issues and defect management and supporting continuous improvement initiatives.
Essential Functions of the Job :
Monitors process and software changes that impact production support, communicates project information to Product Support team and raises product support issues to the Product Support Manager
Manages the lifecycle of defects and enhancements using established processes & tools
Identifies risks that exist in the current environment and proposes solutions
Manages product support activities which involve assignment of issues, issue analysis and resolution within the specified SLAs
Provides support with resolution of escalated tickets, acts as liaison to IT Services leads to ensure issues are resolved in timely manner
Assists with new product and service introduction activities including ongoing product support and maintenance
Reviews product support processes directed toward reducing costs, improving cycle time, increasing sales / gross profit, and enhancing customer satisfaction
Supports Product Support Manager in conducting market, customer and competitive analysis to identify opportunities and areas of improvement
Identifies opportunities for business process improvements, as well as proposes options for those improvements and works with Design & Deployment teams to facilitate implementation if required
Develops system testing plans and conducts quality assurance testing
Manages and maintains accurate and thorough client support records
Analytical / Decision Making Responsibilities :
Maintains a pulse on user feedback, provides prompt and proper resolution of technical challenges to improve the user experience
Assesses and make recommendations to the Product Support Manager based on the needs of customers (defect, enhancement)
Understands and communicates potential impacts of recommended changes
Drives consistent and exceptional client service leveraging the HR systems implementation methodology
Knowledge and Skills Requirements :
Experience as a product representative / analyst in a support role
Basic understanding of software development processes, operations management and product management activities
Excellent interpersonal, client service, communication, teaming, organizational, and project management skills
Strong leadership and consensus-building skills and ability to develop strong relationships with stakeholders
Ability to perform and manage multiple tasks simultaneously and work well under pressure
Strong project management and organizational skills
Supervision Responsibilities :
The Sr. Product Support Analyst role will work in teams and may also take the lead of teams within a project / work stream.
This role works closely with Product Support and Design & Deployment analysts and will be responsible for motivating the team through effective coaching, mentoring and support, and providing a positive cross-
border working environment.
This role may also act as a counselor for team members.
Other Requirements :
Global travel may be required pending business needs
Due to the global nature of the role there may be a need to work outside of normal business hours to accommodate calls and meetings across time zones
Job Requirements : Education :
Bachelor’s Degree (preferred)
3+ years of business analyst, systems support, consulting or related experience in HR Systems
Proven track record of working with a senior stakeholder population
Experience working in a matrix organization and influencing multiple senior stakeholders to drive results
Experience working with cross boarder teams in a virtual environment