Full Job Description
Opening paragraph
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 opportunity
The RBP 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 relating to the security management of EY’s Talent systems and is involved in quality testing, issues and defect management and supporting continuous improvement initiatives.
Your key responsibilities
Manage the Role Based Permission (RBP) related day to day operational tasks in SuccessFactors and other systems, such as user administration, manage roles and groups configuration in multiple instances
Monitors process and software changes that impact RBP and security management, communicates project information to Product Support team and raises product support issues to the Product Support Manager, Continuous Improvement, Design & Deploy, project teams and other relevant groups when necessary.
Manages the lifecycle of defects and enhancements using established processes & tools as it relates to RBP and security management.
Identifies risks that exist in the current security structure, environment and proposes solutions
Manages product support activities which involve assignment of issues, issue analysis and resolution within the specified SLAs
Maintain RBP reports and configuration workbook
Perform regular user access audit, and assist to facilitates internal and external audits as requested
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, ensuring alignment to RBP strategy across all systems
Reviews product support processes directed toward reducing costs, improving cycle time 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 Continuous Improvement and Design & Deployment teams to facilitate implementation if required
Develops system testing plans and conducts quality assurance testing when required
Manages and maintains accurate and thorough client support records
Drives consistent and exceptional client service leveraging the HR systems implementation methodology
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
The Sr. Product Support Analyst role will work in teams and may also take the lead of teams within a project / work stream. This role works closely with Product Support and Design & Deployment analysts and will be responsible for motivating the team through effective coaching, mentoring and support, and providing a positive cross-border working environment. This role may also act as a counselor for team members.
Skills and attributes for success
How your skills and experience will make an impact, followed by sub-headings:
To qualify for the role you must have
Experience as a product representative/analyst in a support role
Experience in SuccessFactors security and access maintenance and management activities (or equivalent HR technology)
Basic understanding of software development processes, operations management and 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
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
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
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 (ready to use)
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.
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