TTT - L2 - EY Global Delivery Services

Job description

The SaaS CoE Senior Analyst is responsible for supporting the day-to-day operations of EY's SaaS Center of Excellence tax technology solutions. The role focuses on managing operational processes, handling support tickets, validating documentation, onboarding users and engagements, and providing first-line functional support to internal stakeholders. In addition, the Senior Analyst participates in application administration, access management, and the implementation and configuration of SaaS platforms, ensuring compliance with established operational procedures and quality standards. Key Responsibilities Provide functional and operational support for SaaS platforms and business applications. Demonstrate experience working with ticketing, collaboration, and productivity tools such as ServiceNow, Microsoft Teams, Outlook, SharePoint, and Excel. Investigate, diagnose, and resolve system issues while providing functional support to end users and stakeholders. Review and validate project-related documentation to ensure compliance with defined requirements. Collaborate effectively with cross-functional teams and business functions. Create, maintain, and continuously improve knowledge articles, process documentation, user guides, and operational procedures. Support client onboarding, system configuration, and operational processes in a fast-paced environment. Demonstrate strong analytical, organizational, and communication skills, with the ability to manage multiple priorities and stakeholders simultaneously. Manage user access requests, onboarding and offboarding activities, and modifications to user roles and permissions across supported SaaS applications. Monitor and track tickets and incidents, ensuring compliance with service level agreements (SLAs) and maintaining effective communication with relevant stakeholders. Escalate complex incidents and functional requirements to Product, Technology, or Functional Support teams when required. Maintain operational records, supporting evidence, trackers, and reports required for audits, internal controls, and activity monitoring. Identify continuous improvement opportunities and contribute to initiatives aimed at optimizing processes, reducing resolution times, and enhancing the user experience. What We Offer EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland, and the UK – and with teams from all EY service lines, geographies, and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills, and insights that will stay with you throughout your career. Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. Transformative leadership: We’ll give you the insights, coaching, and confidence to be the leader the world needs. Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. About EY EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform, and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. If you can demonstrate that you meet the criteria above, please contact us as soon as possible.