Senior Analyst – SaaS Center of Excellence

About the role

The SaaS CoE Senior Analyst supports day‑to‑day operations of EY's SaaS Center of Excellence tax technology solutions, providing functional support, managing tickets and onboarding users.

Key responsibilities

• Provide functional and operational support for SaaS platforms and business applications, using ServiceNow, Microsoft Teams, Outlook, SharePoint and Excel.
• Investigate, diagnose and resolve system issues while maintaining SLA compliance and communicating with stakeholders.
• Validate project documentation, create and maintain knowledge articles, user guides and operational procedures.
• Manage user access requests, onboarding/off‑boarding activities and role/permission changes across SaaS applications.
• Escalate complex incidents to Product, Technology or Functional Support teams and maintain audit‑ready records.

Required profile

• Strong analytical, organizational and communication skills with ability to handle multiple priorities.
• Experience working with ticketing, collaboration and productivity tools in a fast‑paced environment.

Required skills

• ServiceNow
• Microsoft Teams
• Outlook
• SharePoint
• Excel

What we offer

• Continuous learning and development opportunities across a global delivery network.
• Diverse and inclusive culture that empowers employees to make an impact.