Product Support Core HR Senior Analyst

Job description

EY has embarked 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 opportunity

 

The Senior Associate 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.

 

Your key responsibilities

 

·  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 Service Level Agreements (SLA)
·  Responds to customer needs and inquiries, exercises good judgment in applying concepts and guidelines
·  Responds to emails and enquiries in a timely manner
·  Provides support with resolution of escalated tickets and acts as liaison to IT Services 
·  Assists with new product and service introduction activities including ongoing product support and maintenance
·  Review product support processes directed toward reducing costs, improving cycle time, increasing sales/gross profit, and enhancing customer satisfaction, as needed
·  Supports Product Support Manager to identify opportunities and areas of improvement
·  Follows through on commitments and takes responsibility for results, effectively prioritizes assignments, identifies and reports barriers and issues to Manager
·  Identifies opportunities for business process improvements, as well as proposes options for those improvements and works with other internal IT and HR teams to facilitate implementation if required
·  Develops system testing plans and conducts quality assurance testing as needed
·  Manages and maintains accurate and thorough client support records 
·  Process HR functional inquiries/requests/transactions as assigned in accordance with established policies and procedures
·  Prepares and contributes to reporting as needed
·  May assist with Global Support Services (GSS) initiatives and other projects and ensures GSS organizational policies and processes are followed
·  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

 

Skills and attributes for success

 

To qualify for the role you must have

 

·  Experience as a product representative/analyst in a support role 
·  Basic understanding of software development processes, operations management and/or 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

 

Ideally, you’ll also have

 

·  A minimum of 3+ years of business analyst, systems support, consulting or related experience in HR Systems preferably SAP SuccessFactors EC 
·  Proven track record of working with a senior stakeholder population, preferred
·  Experience working in a matrix organization and influencing multiple senior stakeholders to drive results 
·  Experience working with cross boarder teams in a virtual environment preferred
·  Working knowledge of technology such as Internet Explorer, Google Excel, Word, PowerPoint
·  Experience with issue tracking software such as ServiceNow, highly desirable
·  Command of spoken and written English (other languages a plus, but not required)
·  Good communication, interpersonal skills and customer orientation; works effectively with others
·  Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job
·  Good organization, analytical and problem-solving skills; able to exercise judgment in day to day work activities
·  Takes initiative and follows through as appropriate; attentive to details; efficiently processes high volume of transactions
·  Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements

 

What we look for

 

Someone who is a team player and wants to belong to large global team. Someone who is driven and strives for excellence. Who is open to continuous development and seeks improvement opportunities.  Is autonomous and responsible, delivering quality services. Someone who can work cross culturally and across boundaries. 

 

What working at EY offers 

 

Reward statement plus an outline of the culture and environment in this part of the firm. If not covered elsewhere, this may include language about the interesting, varied and important work; the freedom and autonomy you’ll have in the role; the feedback you will receive that you can learn from to achieve mastery at something; opportunities for personal growth and career advancement; or who and how you will be connected to others.

 

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

 

Make your mark

 

Apply Now.

 

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.