Position Summary :
Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)
Join our Global Tax Platform (GTP) team and you will help support the important business enablement functions that keep our organization running strong.
As a GTP 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 GTP include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.
As part of our GTP team you will be part of a technology organization that develops and maintains innovative solutions for our client-serving Tax professionals.
GTP professionals will partner with our Tax professionals to develop supporting technology such as digital / mobile tools to improve internal operations, application of Robotics Process Automation (RPA) to collect financial data, development of advanced financial dashboards, visualization, analytics, and reports.
The Solution Support Specialist role is in the Production Management pillar. The main function of this pillar is to serve as the primary interface between the tax business leadership and IT.
Essential Functions of the Job :
Identify and describe essential functions, or primary duties and responsibilities. Assume that the reader does not know the role or function of the job.)
Act as primary Internal EY and External Client end-user remote point of contact for all technical support issues
Provide both internal & external client facing support for leverage & use of tax technology solutions as part of escalation support model
Perform effective call management, maintaining ownership on cases, and monitoring / updating / resolving incidents in a timely manner.
Effective business decision making and sound judgement regarding the escalation of unresolved incidents to other technical resources, team leadership, or external partner vendors in order to expedite timely resolutions for clients
Serve as the point-person for client communication and updates on outstanding technical issues and case progress
Monitor and manage incidents via the call management tool to confirm all requests are prioritized and managed appropriately.
Assist the Team Lead or management in correcting situations that may affect the delivery or quality of service to the end user.
Respond to major incidents timely and accurately
Keep aware of your support availability to help our end users maintaining team service levels
Perform quality on all incidents handled, clearly documenting case situations, and providing accurate investigation
Keep updated with policies and procedures relating to Ernst & Young technology services
Update and maintain knowledge documentation to assist technicians globally, considering the IT Services Shift Left strategy.
Be available to perform after hours work (including holidays), and global conference calls when required.
Highlight any individual or team training / knowledge gaps that may exist and work directly with lead of team to address / resolve.
Contribute to and participate in team meetings, and any relevant projects that will enhance the service
Participate in the firms’ performance management and development process co-developing Annual Plans with appointed counselor.
Assists in the development and implementation of strategic plans, initiatives, and direction.
Owns technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction
Assists in the development and implementation of strategic plans, initiatives and direction.
Responsibilities, Qualifications, Certifications - External
Analytical / Decision Making Responsibilities :
Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others.
Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)
Ability to clearly articulate both problems and proposed solutions
Proactive approach to identifying issues and presenting solutions and options, and where appropriate, leading to resolution
Ability to prioritize personal and team workloads to best meet organizational objectives
Closely monitors and analyzes operational effectiveness and results against strategic objectives. Recommends courses of action based on the analysis.
Perform analysis of metrics, data, and key performance indicators (KPI) for the purpose of continuous improvement on the quality of support and ultimately reduction in the number of support calls
Manage projects within the team (e.g. continuous improvement) that require the ability to create and execute against timelines related to project deliverables;
assign tasks and follow up on their completion and manage sponsor / customer expectations of the outcome of the deliverable
Drive prioritization and time management of the team to support / resolve assigned activities
Knowledge and Skills Requirements :
Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)
Over 5 years’ experience working in an IT support environment in an advanced role, working with a call management tool, responsible for hardware, software & business process requests
Over 2 year working knowledge of ITIL incident management & co-ordination
Knowledge of ITIL Foundation course or MCDST
Soft skills course completion directly relating to customer care
Outlook Mail & Databases
Working knowledge of standard business applications (e.g., Microsoft Office suite)
Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)
Networking concepts (e.g. WAN, LAN)
Remote Access (e.g. VPN, wireless)
Understanding of IT security & its importance
Strong verbal and written skills
Supervision Responsibilities :
Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues).
Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility).
Provide supervision and direction to team members and staff
Delegate, coach, coordinate and lead co-workers and project team members
Responsible for assigning work and reviewing performance, requiring leadership of virtual teams
Other Requirements :
Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?
whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)
Occasional overnight travel may be required
Job Requirements : Education :
What is the minimum level of education needed / suggested to perform this job?)
A bachelor’s degree (computer science, engineering, accounting, finance preferred) or equivalent work experience.
Master's degree preferred
What is minimum number of years needed / suggested to perform this job?)
7-10 years of relevant experience
Management Experience a plus
Certification Requirements :
Describe and explain any certifications and / or licenses needed or helpful to perform this job).
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.