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.
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.
Business Product Analyst - Supervising Associate
The opportunity
SETI Product Analyst is focused on the Support Services Knowledge domain concentrating on Service Desk and SXT program content.
- As a Knowledge Centered-Service (KCS) Evolve Loop participant, analyze knowledge content performance to confirm availability, quality, consumption & effectiveness.
- Expertise by product/portfolio technically to design content in a simple way to enable easy consumption for Self-Help & EY Technology
- Drive efforts ongoing to improve content findability and usability for humans, bots, machine learning for automation
- Advocate of knowledge, promoter of KCS methodology within supplier and across EY Technology during adoption and contribute to achieve high sharing knowledge environment results overall
- Key point of contact within EY for supplier, Product/Service Owners, L3/L4 IT teams, Service Delivery, and many other EY Technology teams for IT process, service improvement, operations
Your key responsibilities
- Analyze existing knowledge articles following KCS Evolve Loop methodology searching for patterns to continuously improve content health, performance, and effectiveness. This includes reuse %, usefulness, removing duplication, merge, search optimization
- Create knowledge articles based on patterns & trends identified from analyzing reuse of KCS Solve Loop articles, and any EY process or procedures required
- Apply KCS techniques to grow content quality ongoing
- Confirm KCS article quality expectations are being met by supplier. Monitor Article Quality Index (AQI), and Process Adherence Review (PAR) KPIs, align with Knowledge Coaches.
- Establish expertise (SME) by product/portfolio technically
- Confirm knowledge articles are being validated and published timely for their portfolio
- Share opportunities found in KCS articles to the business/Service Owner for Dev Ops
- Partner with EY Product Managers to confirm engagement in content, including creation, validation, maintenance, retire, learning material
- Partner with Service Delivery team when operational improvement is identified related to knowledge content used by Support Services.
- During transition process, confirm knowledge articles and learning materials are available and meet Support Services standards to enable support readiness.
- Confirm learning materials consumed by supplier are accurate, enabling EY support expectations. Consult in quiz creation for technician readiness validation
- Test new technology and updates used by Support Services and customers (self-help)
- Outcomes - increase self-service, reduce ticket volume, improve UX, improve customer satisfaction, improved bot & human content consumption, reduce MTTR, increase service consistency, increase content findability, increase content reuse %
Skills and attributes for success
- Significant knowledge content experience, knowledge advocate
- Expertise with the L1 and L2 Support Services domain they analyze
- Understanding of KCS methodology, preferably KCS Practice certification
- Familiar with using data analytics to derive actions for improvement, e.g. PowerBI, Performance Analytics
- Ability to translate knowledge content performance to demonstrate success stories
- Leadership and consultative skills required to coach, guide, share, influence
- Establish and maintain relationships with leaders across EY Technology
- Ability to influence mindsets to grow and mature KCS culture
To qualify for the role you must have
Education:
- Engineering or Master’s degree in related discipline, or equivalent work experience or equivalent job experience
Experience:
- Minimum 8 - 12 years experience
- Experience of leading ad hoc, globally diverse teams, multi-location teams
- Excellent management, problem solving, communication, interpersonal, and organizational skills
- Strong project management, team development, strategic planning, resource planning skills
- Ability to work effectively with clients and other management personnel across multiple geographies and to bring multi-disciplinary teams together
- Proven track record of driving operational excellence and improving processes
- Ability to lead projects and motivate others
- Required to understand and integrate cultural differences/motives in order to manage cross-cultural/cross border teams
- Excellent English language skills (written and verbal)
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
- Ability to deal efficiently with escalations and difficult situations/people under pressure
Ideally, you’ll also have
- Ability to thrive in a global organization is essential, balancing the needs of the customer against business initiatives and goals
- Ability to develop and build relationships and demonstrate confidence as you collaborate with colleagues across the firm to drive coordinated efforts
- Experience in leading multi-disciplinary teams, developing and motivating individuals
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
- Experience of working credibly with senior stakeholders
- Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or when escalating issues using advanced oral and written English communication skills
- Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
- Skilled at explaining technical information in a manner that is understood by non-technical customers
- Strong understanding of software development lifecycle and project management methodologies
- Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and others
- Brings proven expertise in product or project management
- Able to exhibit a progression of increasingly complex analytics and ability to successfully lead and deliver complex IT projects during the period
- IT Service Management methodologies Certification (ITIL Foundation or higher)
What we offer
As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of 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.
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
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