Your key responsibilities
Be a liaison between customer requirements and technology functionality
Understand customer mindset in terms of approach and interaction
Conduct proper root cause analysis and make recommendations to improve IAM processes or prevent future occurrence of end user issues.
Distribution Lists request intake, recording, triage and execution
Provide technical advice for customer mail distribution inquiries and queries related to distribution list and list support
Document issue details and resolutions into support tracking system (ServiceNow)
Ongoing learning to understand country level policies
Reporting (including ad hoc and periodic statistics)
Skills and attributes for success
Creativity and good problem-solving skills
Time management skills to prioritize workload in order to work through assignments and activities with efficiency
Strong multi-tasking, prioritization, organizational and time management skills.
Solid research and analytical skills
The ability to simplify complex analytical issues and communicate them to a variety of audiences
Good interpersonal, communication and writing skills to probe for understanding requirements and address as appropriate functionality offerings
Demonstrated integrity within a professional environment
Ability to work as part of a team but also on your own when required
Demonstrated ability to prioritize workloads and meet deadlines
Purpose driven, self-motivated and goal oriented with enthusiasm to face new challenges and learn new skills
Willingness to work flexible shifts including weekends based on needs
To qualify for the role, you must have
Provide accurate and timely responses to requests for related services.
Moderate knowledge of Outlook / Exchange
Advanced Microsoft Excel skills
Basic Active Directory knowledge
Understanding of Boolean logic
Preferable basic knowledge of Oracle, P-SQL, Microsoft SQL, T-SQL
Knowledge for various desktop environments, applications, standard software, Microsoft Teams, network, servers and general connectivity
Excellent data analysis, data management, data quality and data presentation skills
Handle issues in a timely and efficient manner while utilizing excellent communication and interpersonal skills while interacting with requester, management, executives and other personnel
Strong oral and written communication skills in the English language to work effectively with end users and IT peers.
Desire for continued process improvement and learning.
2 to 3 years of experience in / Technical customer support / data and list management
Ideally, you’ll also have
ITIL Foundation certification or equivalent.
Experience working within a professional environment
Experience in requirement gathering and technical troubleshooting
Experience working with clients from many different countries
What we look for
We’re looking for someone who can collaborate globally with different regions and cultures. Problem-solves, thinks creatively and has an open mind to new insights.
Focus on customer service and building positive relationships with colleagues both across teams and globally. A highly motivated, diligent, and driven individual who seeks development and improvement opportunities and deliver quality services.
What we offer
As part of this role, you will work in a highly coordinated, globally diverse 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 will develop the mindset and skills to navigate whatever comes next.
Success as defined by you : We will provide the tools and flexibility, so you can make a significant impact, your way.
Transformative leadership : We will give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture : You will be accepted for who you are and empowered to use your voice to help others find theirs.
We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment.
Please contact us to request accommodations.
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.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Make your mark.