EY Senior Finance Analyst in Karnataka, India
Title: Senior Finance Analyst
Job Number: BEN002IM
EY is a global leader in assurance, tax, transaction and advisory services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities.
The role encompasses providing Level 2 functional and technical application support to local country support centre’s around the world ( Level 2 (L2) support team will be responsible for the resolution of technical, functional and operational issues, which exceed the capabilities of Level-1 support personnel)
MSSC L2 support team is responsible for performing more detailed problem identification, diagnosis and isolation; impact analysis; resolution options and viable effective solution.
MSSC L2 management team participates in Operations, and other regular meetings with Product, Development, and Operations leadership
The role encompasses providing support cases and e-mails from multiple support teams
Adhere to all documented SLA/OLA requirements regarding issue resolution and escalation
Employ excellent customer service skills.
Effectively and accurately log and route support tickets in in EY case management system (ServiceNow).
Work with Process Experts to ensure continual issue updates as well as ongoing product knowledge transfer.
Communicate with end-users and other support groups as necessary via e-mail, chat, and phone
Convey issue resolution to users and share this information with other team members by documenting within the knowledge management framework.
Maintain and improve Level 0 – Level 2 knowledge documentation.
Participate in project or special assignments as needed
Three shifts cover 24 hours, 5 ½ days per week.
Your client responsibilities
In the Service Excellence function, the Level 2 Business Analyst (BA) is responsible for fielding support cases escalated from Level 1 teams regarding the technical and functional operation of the Mercury system.
The Level 2 BA is expected to have a broad understanding of SAP processes and modules
The Level 2 BA is expected to quickly address and resolve common issues, research answers to more complex issues, and promptly escalate technical errors/failures or complex business issues to the appropriate escalation group
Under minimal supervision, respond to customers inquiries that come into the Global solution center via the service now case management system as well as customer issues reported via the telephone that concern application support requests, system status, and network connectivity.
Resolve financial application issues that arise from the firm’s global software applications
Work towards the resolution of functional software related issues as well as potential hardware or connectivity issues that may arise
Identify sources and trends of functional and technical issues to help prevent future occurrences that will negatively impact the customer experience
Will be one point of contact for MSSC Level 2 support for all the Finance related applications
Root cause analysis should be provided. Associate must be able to clearly convey issue resolution to the customer as well as to share this information with other team members by documenting within the knowledge management framework
Your people responsibilities
Assist team members in functional issues
Contribute ideas/opinions to the team and listen/respond to other team members' views.
Demonstrate professionalism, competence and clarity of communication when dealing with the internal and external team
Train team members on new deployments.
Assist lead’s in new deployments
Technical skills requirements
B.com, M.com, MBA, C.A. (Inter), ICWA (Inter).
B.Sc., M.Sc., B.Tech, B.E., MCA
2-4 years of providing Functional/Technical support for ERP (SAP FICO)
Any ERP certification preferred
Information Technology Information Library (ITIL) Foundation preferred.
Additional skills requirements
Deep knowledge of SAP FICO. Good knowledge on the functional configurations.
Adept at communicating and operating in fast-paced and complex environments of diverse business cultures.
Added advantage if has implementation experience.
Should conduct audit of cases
Should be flexible to work in shifts
Should be flexible to work on weekends if required.