EY Senior Product Support Analyst - Global - HR - 24M FTC - Birmingham in England, United Kingdom

Title: Senior Product Support Analyst - Global - HR - 24M FTC - Birmingham

Location: GB-England-Birmingham

Job Number: BIR001KW

The Opportunity:

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.


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 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

  • 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

  • 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

To Qualify for the Role you must have:

  • 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

Ideally, you’ll also have:

  • Bachelor’s Degree

What Working at EY Offers:

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

  • Support, coaching and feedback from some of the most engaging colleagues around

  • Opportunities to develop new skills and progress your career

  • The freedom and flexibility to handle your role in a way that’s right for you

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY:

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.

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

Join us in building a better working world.

Apply now.