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.