EY Application Support Specialist (Alpharetta, GA and other US locations) in Alpharetta, Georgia

Application Support Specialist (Alpharetta, GA and other US locations)

Core Business Services

Requisition # UNI00CDO

Post Date Oct 05, 2018

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.

With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Job Summary:

To provide timely, effective application support to internal and external EY Catalyst customers. EY Catalyst’s products currently include the Catalyst Operational Excellence Platform and Smart Factory applications.

Essential Functions of the Job:

  • Resolve application issues and support requests that originate from internal and external EY Catalyst customers

  • Respond to issues through email, live chat, telephone and in-person

  • Act as single point of contact for customers from first contact through to resolution of their issue

  • Collaborate with customer support peers globally (i.e., helpdesk, infrastructure or development) to resolve problems in an efficient and timely manner and ensure consistent service

  • Conduct investigations/research, collect additional information and accurately document issues for seamless escalation within and between teams

  • Communicate trends to leadership, and suggest innovative solutions to improve customer experience

Analytical/Decision Making Responsibilities:

  • Technical troubleshooting of end user reported issues

  • Determining appropriate escalation paths

  • Evaluating alternative courses of action

  • Formulating appropriate responses

Knowledge and Skills Requirements:

  • Ability to troubleshoot software, hardware and network issues for corporate end-users on multiple platforms such as PC, Mac, PC Tablet, iOS, Android

  • Ability to explain diverse technical topics in easy-to-understand language without jargon

  • Excellent written and spoken English (additional local languages a plus)

  • Excellent interpersonal skills

  • Ability to remain calm and maintain a positive, can-do attitude even in stressful situations

  • Self-motivated, proactive, taking ownership of problems through to completion

  • Highly detail orientated

  • Good documentation skills

  • Excellent organizational and time management skills

  • Ability to speak publicly to provide training and presentations when required

Desired technical experience and qualifications:

  • Minimum of 2 years in a technical/application support role

Supervision Responsibilities:

  • The work is largely self-supervised. The individual will work independently and collaborate virtually with peers and others in the broader EY Catalyst technology team

Other Requirements:

  • Overtime will be minimal but the individual will be required to be flexible in working hours, which are likely to fall outside of ‘normal’ hours. This is to ensure 24 hour coverage. Night shift work is not expected but weekend work will be required on a rotational basis.

Job Requirements:

Education:

  • High school diploma plus 1-2 years of additional education or equivalent, relevant work experience

Experience:

  • 2 years working in a similar role

  • Experience with Zendesk a plus

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.