Product Support Learning Senior Analyst

Job content

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.

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 Learning Senior Product Support Analyst role is a key member of the Product Support team responsible for providing support services for EY HR Learning systems to a global client base. This position provides Level 2 support for issue and defect management, manages all Learning system support related operational activities and supporting continuous improvement initiatives.

Key Responsibilities

• Conducts detailed investigation of complex Level 2 support tickets for SuccessFactors and other Global learning systems and resolves within the specified SLAs.
• Monitors process and software changes that impact Learning, communicates information to Product Support team.
• Conducts Issue trend and impact analysis and raises product support issues to the Product Support Manager, Continuous Improvement, Design & Deploy, project teams and other relevant groups when necessary.
• Facilitates calls and meetings with key stakeholders, project team members and Level 3 support teams.
• Creates high quality training materials and facilitate the delivery of system functionality training for internal stakeholders and support teams.
• Manages the lifecycle of defects and enhancements using established processes & tools.
• Communicates and interacts with internal clients and business stakeholders to resolve issues and manage escalations.
• Creates and maintains high quality operational documentation for end-users, support teams and stakeholders.
• Represents Product Support in internal projects and initiatives with stakeholders with the focus on support related aspects
• Provides support with resolution of escalated tickets, acts as liaison to Level 3 teams to ensure issues are resolved in timely manner
• Reviews product support processes directed toward reducing costs, improving cycle time and enhancing customer satisfaction
• 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
• Reviews system testing plans and participate in various testing activities when required
• 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
• Understands and communicates potential impacts of recommended changes and enhancements.
  
  

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 Learning (or equivalent Learning 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 competing priorities and work well under pressure
• Strong project management and organizational skills
• Strong technical knowledge, troubleshooting skills, and customer support experience to resolve complex escalated issues
• Deep understanding of global HR Learning systems and processes.
• Proficient knowledge of MS Office tools, incl. Word, Excel and PowerPoint
  
  

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 in creating documentation
• 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 We Offer

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
  
  

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