Business and Technical Communications Analyst

About the role

EY's Mercury Support Team (MST) is a centralized, global organization jointly owned by Finance and Enterprise Technology that supports the adoption and operation of its SAP-centric Mercury platform and its user community. This analyst role maintains and administers the Global Operations Communications Tool (GOCT), keeping it reliable and fit for purpose while supporting planned and unplanned technology communications.

Key responsibilities

• Create and maintain brand-compliant operational communications, templates, guidance and materials for GOCT and related digital channels
• Administer GOCT configuration, templates, shared mailboxes, OneAccess groups, audience targeting and documentation
• Monitor GOCT dashboards and the administration mailbox, triage user queries and communication failures, and resolve or escalate issues within required timelines
• Support planned maintenance, service disruptions and P1-P3 incidents by drafting, coordinating and releasing timely communications
• Coordinate GOCT enhancements and releases: document requirements, support user acceptance testing, prepare release communications and validate production updates with Product Management and Development
• Work with global and regional stakeholders to coordinate contributors and ensure accurate audience targeting
• Support contingency procedures for issuing critical communications when GOCT or dependent services are unavailable
• Maintain configuration records, operating procedures, known-error guidance, release notes and knowledge articles
• Track usage, failures, incidents and service requests, identify trends and recommend improvements

Required profile

• Bachelor's degree in Communications, Information Systems, Business Administration, Technology Management or a related field, or equivalent experience
• Five to seven years of experience supporting internal corporate or technology operations communications
• Experience with operational communications for planned events, service disruptions, critical incidents or large-scale implementations
• Experience using IT service-management or work-tracking platforms such as ServiceNow
• Experience administering or supporting an enterprise communications platform (templates, audience targeting, access, monitoring, testing, release validation)
• Preferred: change management experience, accounting or finance industry background

Required skills

• Excellent English writing, editing, proofreading and verbal communication
• Ability to turn technology information into clear communications for business users
• Proficiency in Microsoft 365 (Outlook, Word, PowerPoint, Excel); SharePoint content creation preferred
• Familiarity with IT service management (incident, problem, change, release management)

The role has no direct reports. Occasional off-shift hours are required, balanced with local HR laws. EY offers career development with future-focused skills and world-class experiences.