EY Hiring for Success Factor Senior Analyst at Gurgaon, Haryana Full Time

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

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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