OE Support Analyst – DocuSign SME

Job description

JOB SUMMARY

The Operational Excellence Support Analyst – DocuSign SME will work as part of the DocuSign Centre of Excellence for EY.  The role will be primarily responsible for administering and managing DocuSign within EY, promoting and championing its use.  As an SME, they will develop and leverage internal customer relationships to onboard new users and accounts.  The DocuSign SME will host demonstrations, highlighting the features and benefits of the tool, consult on how to get the most out of the tool, and host training to increase successful adoption of DocuSign across EY.  Once accounts are live, the role will provide ongoing management and support of live accounts, including measuring Return on Investment.

They should be a confident self-starter, with a passion for customer satisfaction and Continuous Service Improvement.As a member of the CSI Delivery Team, the OE Support Analyst DocuSign SME will also have the opportunity to be involved in other projects the team work on. 

ESSENTIAL FUNCTIONS OF THE JOB: 

Promoting the use of DocuSign within EY

·  Hosting demonstrations of the tool to highlight the features and benefits of DocuSign

·  Evangelist for DocuSign

·  Active on Yammer and other communication channels, encouraging teams to use the tool

·  Tracking Return On Investment for accounts

Work with teams across EY to assist in their use of DocuSign tool

·  Advise on best practices

·  Train and support use of the tool

·  Providing SME support to users of DocuSign globally

·  Maintaining COE SharePoint site with knowledge for end users

DocuSign Administration

·  As a DocuSign Organization Administrator, you will be responsible for maintaining DocuSign system settings, security settings, accounts, groups, users and permissions

·  Act as SME for DocuSign within EY

·  Produce scheduled and ad hoc reports as required

·  API / Integration specialist

·  Work closely with DocuSign vendor to resolve issues and improve services
·  Lead, participate in, track progress and success of Continuous Service Improvement initiatives raised through our CSI program.

KNOWLEDGE AND SKILLS REQUIREMENTS

·  Confident providing technical training to large virtual audiences
·  Ability to create visually appealing training materials including video guides
·  Experience and confidence in dealing with senior managers and Directors, developing rapport and remaining calm under pressure
·  Ability to communicate with various levels and functions within the organization with the ability to listen, facilitate, and drive consensus.
·  Builds strong relationships across all levels of a matrixed, geographically and culturally dispersed organization
·  Self-motivated: confident self-starter
·  Able to take initiative
·  Able to take ownership and drive activities to completion
·  Analytical with strong organizational skills and attention to detail
·  Actions and results focused
·  Able to think creatively / outside the box
·  Confident in suggesting new ways of doing things
·  Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change

 

OTHER REQUIREMENTS:

·  This position will predominantly cover APAC hours however, some flexibility in daily office hours may be required to cover regional time zones
·  Position may be eligible for alternative work locations dependent upon team dynamics
·  Flexibility in work schedule required to successfully execute role during busy periods / multiple time zones
·  Must be fluent in English – written and verbal

SUPERVISION RESPONSIBILITIES:

·  No direct reports
·  Exercises influence at many levels of the organization
·  Requires minimal to no supervision
·  Expected to have regular contact with CSI Deputy Lead(s)
·  Expected to work independently,
·  Expected to participate in internal process improvement initiatives

JOB REQUIREMENTS:

 

EXPERIENCE:

·  Experience working in a global IT environment
·  SharePoint knowledge would be an advantage
·  Experience  with DocuSign would be advantageous, but not essential

 

CERTIFICATION REQUIREMENTS:

·  Familiarity with IT Infrastructure Library (ITIL) v2 or 3 would be advantageous