Offers “Ernst & Young”

Expires soon Ernst & Young

Global HR Systems – Product Support Analyst

  • Internship
  • PHILIPPINES

Job description



 

EY is leading an exciting Digital Talent transformation for our business and clients over the next 5 years. Innovation is at the heart of this change - leveraging our SAP SuccessFactors cloud, Artificial Intelligence and Robotics technologies to ensure EY is able to meet its strategic talent/business goals.

 

 

 

 

 

 

 

HR Systems is a truly global team established within EY Global HR Services with a mission to deliver this agenda with world class experiences, consistent business execution and digital enablement across all our service lines.

 

 

 

The Product Support Analyst is a key member of the Product Support team responsible for providing support services to specific EY HR Systems to a global client base. This position manages 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

·    Assist in the prioritization of defects and enhancements based on urgency, importance, business impact, cost, etc.

·    Identifies risks that exist in the current environment and proposes solutions

·    Coordinates 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

·    Suggests and implements recommendations on product efficiency improvements where applicable

·    Develops and supports system testing plans and conducts quality assurance testing

·    Maintains accurate and thorough client support records

           

Analytical/Decision Making Responsibilities:   

  
·   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)

·   Drives consistent and exceptional client service leveraging the HR systems implementation methodology

Knowledge and Skills Requirements:

    

·    Knowledge of software development processes, operations management and/or product management activities

·    Good interpersonal, client service, communication, teaming, organizational, and project management skills

·    Ability to perform and manage multiple tasks simultaneously and work well under pressure  

·    Ability to work virtually, across multiple countries, areas and cultures and team effectively with clients and other team members

·    Solid research and analytical skills

·    Ability to produce detailed, relevant documentation and reports as required

    

Supervision Responsibilities:

   
TheProduct Support Analystrolewillworkin teams with other Product Support and Design & Deployment analysts. This role will not have any direct supervisory responsibilities however may be assigned supervisory responsibilities in the future.  

 

Other Requirements:

·    and MS Excel preferred  

·    Previous experience in systems support or consulting preferred

·    Experience working in a matrix organization preferred

·    Experience workingwith cross boarder teams in a virtual environment preferred

·    Experience in systems used within EY’s Financial infrastructure (GFIS, gTE, Mercury, FR, etc.) or Talent infrastructure (GHRS, GHRDB, People Insights) preferred

·    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)

  
Experience:

Experience in Success Factors

 

         

Note:

This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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