EY Solution Support Lead in Dallas, Texas
Title: Solution Support Lead
Job Number: DAL004IS
Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.
As part of our Americas Tax Technology Group (ATTG) you will be part of a technology organization that develops and maintains innovative solutions for our client-serving Tax professionals. ATTG professionals will partner with our Tax professionals to develop supporting technology such as digital/mobile tools to improve internal operations, application of Robotics Process Automation (RPA) to collect financial data, development of advanced financial dashboards, visualization, analytics, and reports.
The Solution Support Lead role is in the Technology Enablement pillar. The main function of this pillar is to serve as the primary interface between the tax business leadership and IT.
Provide expert level technical support to EY and client end users remotely
Assist the pillar lead in setting the standards for performance of the Technology Enablement function including tools, documentation, templates and responsible for day to day management of team members including performance metrics
Provide both internal & external—client facing support for leverage & use of tax technology solutions as part of escalation support model
Perform effective call management, maintaining ownership on cases, and monitoring / updating / resolving incidents in a timely manner.
Escalate unresolved incidents to other support groups, including vendors, to expedite resolution, while providing end user updates on case progress
Manage and lead all Solution Support team members
Work closely Technology Enablement pillar leads to pursue maximum efficiency
Monitor and manage incidents via the call management tool to confirm all requests are prioritized and managed appropriately.
Responsible for directing and overseeing team members to correct situations that may affect the delivery or quality of service to the end user
Respond to major incidents timely and accurately
Keep aware of your support availability to help our end users maintaining team service levels
Perform quality on all incidents handled, clearly documenting case situations, and providing accurate investigation
Keep updated with policies and procedures relating to Ernst & Young technology services
Update and maintain knowledge documentation to assist technicians globally, considering the IT Services “Shift Left” strategy.
Be available to perform after hours work (including holidays), and global conference calls when required.
Resolve any individual or team training / knowledge gaps that may exist. Lead and participate in team meetings, and any relevant projects that will enhance the service
Participate in the firms’ performance management and development process co-developing Annual Plans with appointed counselor.
Ability to clearly articulate both problems and proposed solutions
Proactive approach to identifying issues and presenting solutions and options, and where appropriate, leading to resolution
Ability to prioritize personal and team workloads to best meet organizational objectives
Empowered to make decisions and recommend approach based on the results from quality reviews
Over 7 years’ experience working in an IT support environment in an advanced role, working with a call management tool, responsible for hardware, software & business process requests
Over 3 year working knowledge of ITIL incident management & co-ordination
Knowledge of ITIL Foundation course or MCDST
Soft skills course completion directly relating to customer care
Outlook – Mail & Databases
Working knowledge of standard business applications (e.g., Microsoft Office suite)
Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)
Networking concepts (e.g. WAN, LAN)
Remote Access (e.g. VPN, wireless)
Understanding of IT security & its importance
Outstanding verbal and written skills
Provide supervision and direction to team members and staff
Delegate, coach, coordinate and lead co-workers and project team members
Leads a functional team with responsibility for utilization, assignments, and reports to a pillar leader
Responsible for training and standards for functional team performance
Has direct responsibility for supervising personnel, (i.e., sets goals, assigns work, reviews performance, and conducts career development discussions)
To qualify, candidates must have:
A bachelor’s degree (computer science, engineering, accounting, finance preferred) or equivalent work experience.
Master's degree preferred
10-15 years of relevant experience
Management Experience a plus
Occasional overnight travel may be required
Ernst & Young LLP, an equal employment opportunity employer (Females/Minorities/Protected Veterans/Disabled), values the diversity of our workforce and the knowledge of our people.