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Global HR Systems Product Support Analyst

3.00 to 4.00 Years   Thiruvanananthapuram   31 Jul, 2019
Ernst & Young
Job LocationThiruvanananthapuram
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

Job Summary:HR Services is a global team within EY Global Business Enablement that is organized under common leadership and operating model. Responsible for HR processes, transactions and technology across our global organization, HR Services delivers world class globally consistent processes and enabling technology.EY has embarked on an exciting multiyear HR system transformation journey delivering an integrated enterprise-wide cloud based HR platform. This will enables the organization to meet its strategic talent/business goals and creates new leadership opportunities within our HR Systems team.The Product Support Analyst role is a key member of the Product Support team responsible for providing support services for EY HR systems to a global client base. This position supports functional operations activities and is involved in quality testing, issues and defect management and supporting continuous improvement initiatives.Essential Functions of the Job:

  • 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
  • Assist in the prioritization of defects and enhancements based on urgency, importance, business impact, cost, etc.
  • Identifies risks that exist in the current environment and proposes solutions
  • Coordinates 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
  • Suggests and implements recommendations on product efficiency improvements where applicable
  • Develops and supports system testing plans and conducts quality assurance testing
  • Maintains accurate and thorough client support records
Analytical/Decision Making Responsibilities:
  • 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)
  • Drives consistent and exceptional client service leveraging the HR systems implementation methodology
Knowledge and Skills Requirements:
  • Knowledge of software development processes, operations management and/or product management activities
  • Good interpersonal, client service, communication, teaming, organizational, and project management skills
  • Ability to perform and manage multiple tasks simultaneously and work well under pressure
  • Ability to work virtually, across multiple countries, areas and cultures and team effectively with clients and other team members
  • Solid research and analytical skills
  • Ability to produce detailed, relevant documentation and reports as required
Supervision Responsibilities:The Product Support Analyst role will work in teams with other Product Support and Design & Deployment analysts. This role will not have any direct supervisory responsibilities however may be assigned supervisory responsibilities in the future.Other Requirements:
  • 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
J ob Requirements:Education:
  • Bachelor s Degree (preferred)
Experience:
  • Experience in SAP SuccessFactors, Taleo, Avature and/or other similar Recruitment ATS preferred
  • Previous experience in systems support or consulting preferred
  • Experience working in a matrix organization preferred
  • Experience working with cross boarder teams in a virtual environment preferred
Note: This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.,

Keyskills :
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