EY Core HR Support Senior Analyst (Maternity cover - 24months contract) in VI, Australia

Title: Core HR Support Senior Analyst (Maternity cover - 24months contract)

Location: AU-VI-Melbourne

Job Number: MEL001TK

Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.

With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Qualifications:

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

  • 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

Analytical/Decision Making Responsibilities:

  • 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

Knowledge and Skills Requirements:

  • Experience as a product representative/analyst in a support role

  • 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

Supervision Responsibilities:

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.

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

Job Requirements:

Education:

  • Bachelor’s Degree (preferred)

Experience:

  • 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

Who we are

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.