SaaS CoE Senior Analyst

About the role

EY Global Delivery Services is hiring a Senior Analyst for its SaaS Center of Excellence. The role supports the day-to-day operations of EY's SaaS tax technology solutions, focusing on operational processes, support tickets, documentation validation, user onboarding and first-line functional support to internal stakeholders. It also involves application administration, access management and the implementation and configuration of SaaS platforms.

Key responsibilities

• Provide functional and operational support for SaaS platforms and business applications
• Investigate, diagnose and resolve system issues for end users and stakeholders
• Review and validate project documentation to ensure compliance with requirements
• Create, maintain and improve knowledge articles, process documentation, user guides and operational procedures
• Support client onboarding, system configuration and operational processes
• Manage user access requests, onboarding and offboarding, and changes to roles and permissions
• Monitor tickets and incidents against SLAs and escalate complex incidents to Product, Technology or Functional Support teams
• Maintain audit, internal control and activity-monitoring records
• Contribute to continuous improvement of processes and resolution times

Required profile

• Experience working with ticketing, collaboration and productivity tools such as ServiceNow, Microsoft Teams, Outlook, SharePoint and Excel
• Strong analytical, organizational and communication skills, able to manage multiple priorities and stakeholders

What we offer

• Continuous learning and development
• Flexibility to define success in your own way
• Leadership coaching and insights
• A diverse and inclusive culture within a global delivery network