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EY GDS DL Enablement Service - Talent Shared Services Knowledge Content Manager in Dalian, China

GDS DL Enablement Service - Talent Shared Services Knowledge Content Manager

Core Business Services

Requisition # DAL0070T

Post Date 5 days ago

Talent Shared ServicesKnowledge Content Manager

Replace Open Position

1

Talent Shared Services Knowledge Content Manager

Talent Shared Services Knowledge Content Manager

63 - Assistant Director

Permanent

NA - N/A

Depends on candidate

TSS - Operations

Regular

Full-Time

Experienced

Day Job - Ability to support global team

n/a

n/a

As quickly as possible

Occasional, as needed

Ching, Richard M.L.

Basic

USD

EY Global Delivery Services means 27.000 specialists providing globally IT, HR, finance, project management and strategic business services to EY member firms. In addition we deliver support and solutions to clients from all over the world.

The opportunity

Talent Shared Services (TSS) is a core service function providing HR support services including Recruitment, Onboarding, Core HR, Learning Administration and Performance Management support services to the country, region and global Talent teams. These services are delivered from our network of Global Delivery Services centers in China, India, Philippines and Poland and from our onshore centers in Australia, Canada, Netherlands, South Africa, United Kingdom and United States.

The Knowledge Content Manager is the custodian of talent knowledge content and is responsible for the Knowledge Content and Desktop Automation team. The team works closely with global content owners and subject matter resources to publish knowledge content utilizing various technologies to be easily consumed by end users. The team is also responsible to develop, maintain and support enabling technology, including intelligent automation to provide efficient solutions using tools such as Watson, UiPath, Visual Studio, SQL Server, SharePoint to support Talent Shared Services.

Your key responsibilities

• Support global content owners and subject matter resources by establishing processes, guidelines, templates to collect, organize, publish and maintain knowledge content

• Provide consultation to stakeholders on creating, organizing and maintaining content while ensuring consistency and adherence to guidelines

• Liaise with Content Owners to address potential issues and discuss continuous improvements opportunities

• Leverage technology to assist Service Delivery in delivering high quality, efficient services to their customers

• Train, develop, evaluate and motivate team and project resources

• Challenge existing processes and approaches and provides innovative suggestions; implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or customer service

• Participate in TSS initiatives and other projects (as assigned)

Skills and attributes for success

• Bachelor’s degree, equivalent or above from a commercial, business or HR related discipline

• At least 8-10 years of progressive experience in a large, multi-national organization with at least 3+ years of management experience

• Experience in teambuilding, training/coaching, providing constructive feedback to staff, effective delegation, staffing and scheduling

• Proficiency with chatbot technology, UiPath, SharePoint Designer, Visual Studio, ASP.NET, Python, VBA, SQL, etc.

• Willing to learn and adapt to new technologies

• Excellent oral and written communication skills

• Keen attention to detail

• Knowledgeable on the talent processes and technology such as SuccessFactors, Taleo, etc.

• Good organization, analytical and problem-solving skills

• Strong interpersonal skills and customer orientation; positive outlook, open, honest and ethical

• Ability to handle multiple demands and competing priorities

• Positive attitude, assertive, self-starter

• Capable of handling interactions with a “global mindset” and collaborating in a virtual team environment

Other requirements

• Occasional travel may be required

• Entitlement to work in countries where TSS or customer locations are located

• Flexibility in working hours to accommodate customers and stakeholders across multiple time zones as needed

• Overtime, as needed to meet peak demands or customer requirements

Counselor Responsibilities

• Acts as a counselor for team resources

• Assigns work, monitors completion, provides timely feedback; recognizes outstanding individuals and team performance

• Plans training, sets performance goals, conducts performance appraisal sessions with the counselees according to Firm guidelines

• Solves people related issues observing HR procedures / policies and legal requirements

• Follows HR procedures related to people management (eg. reports sick leaves, plans working time and settles working hours according to the legal requirements and the firm’s procedures, etc.)

• Ensures good communication within the team

What working at EY GDS offers

To be populated based on location

EY Global Shared Services (Dalian) Co. Ltd (GSS Dalian), founded on June 19, 2009, is one of the member firms of Ernst & Young Global Limited, and Ernst & Young’s first GSS Center in China. With our leading expertise and extensive experience, we provide finance, HR,IT and other services to Ernst & Young offices in 19 countries and territories in the Asia-Pacific region.

GSS Dalian received IS09001 certification, Technologically Advanced Service Enterprise certification and Outsourcing Service Enterprise certification which were certificated by Dalian relevant departments respectively in 2010, fully demonstrating its leading position in outsourcing service. Carrying the people-leading corporate culture, GSS Dalian is always aiming to attract the best talents, offer training opportunities, reward employees, and provide opportunities for internal transfer and promotion.

Talent Shared ServicesKnowledge Content Manager

Replace Open Position

1

Talent Shared Services Knowledge Content Manager

Talent Shared Services Knowledge Content Manager

63 - Assistant Director

Permanent

NA - N/A

Depends on candidate

TSS - Operations

Regular

Full-Time

Experienced

Day Job - Ability to support global team

n/a

n/a

As quickly as possible

Occasional, as needed

Ching, Richard M.L.

Basic

USD

EY Global Delivery Services means 27.000 specialists providing globally IT, HR, finance, project management and strategic business services to EY member firms. In addition we deliver support and solutions to clients from all over the world.

The opportunity

Talent Shared Services (TSS) is a core service function providing HR support services including Recruitment, Onboarding, Core HR, Learning Administration and Performance Management support services to the country, region and global Talent teams. These services are delivered from our network of Global Delivery Services centers in China, India, Philippines and Poland and from our onshore centers in Australia, Canada, Netherlands, South Africa, United Kingdom and United States.

The Knowledge Content Manager is the custodian of talent knowledge content and is responsible for the Knowledge Content and Desktop Automation team. The team works closely with global content owners and subject matter resources to publish knowledge content utilizing various technologies to be easily consumed by end users. The team is also responsible to develop, maintain and support enabling technology, including intelligent automation to provide efficient solutions using tools such as Watson, UiPath, Visual Studio, SQL Server, SharePoint to support Talent Shared Services.

Your key responsibilities

• Support global content owners and subject matter resources by establishing processes, guidelines, templates to collect, organize, publish and maintain knowledge content

• Provide consultation to stakeholders on creating, organizing and maintaining content while ensuring consistency and adherence to guidelines

• Liaise with Content Owners to address potential issues and discuss continuous improvements opportunities

• Leverage technology to assist Service Delivery in delivering high quality, efficient services to their customers

• Train, develop, evaluate and motivate team and project resources

• Challenge existing processes and approaches and provides innovative suggestions; implements opportunities that improve operational efficiency, effectiveness, internal controls, and/or customer service

• Participate in TSS initiatives and other projects (as assigned)

Skills and attributes for success

• Bachelor’s degree, equivalent or above from a commercial, business or HR related discipline

• At least 8-10 years of progressive experience in a large, multi-national organization with at least 3+ years of management experience

• Experience in teambuilding, training/coaching, providing constructive feedback to staff, effective delegation, staffing and scheduling

• Proficiency with chatbot technology, UiPath, SharePoint Designer, Visual Studio, ASP.NET, Python, VBA, SQL, etc.

• Willing to learn and adapt to new technologies

• Excellent oral and written communication skills

• Keen attention to detail

• Knowledgeable on the talent processes and technology such as SuccessFactors, Taleo, etc.

• Good organization, analytical and problem-solving skills

• Strong interpersonal skills and customer orientation; positive outlook, open, honest and ethical

• Ability to handle multiple demands and competing priorities

• Positive attitude, assertive, self-starter

• Capable of handling interactions with a “global mindset” and collaborating in a virtual team environment

Other requirements

• Occasional travel may be required

• Entitlement to work in countries where TSS or customer locations are located

• Flexibility in working hours to accommodate customers and stakeholders across multiple time zones as needed

• Overtime, as needed to meet peak demands or customer requirements

Counselor Responsibilities

• Acts as a counselor for team resources

• Assigns work, monitors completion, provides timely feedback; recognizes outstanding individuals and team performance

• Plans training, sets performance goals, conducts performance appraisal sessions with the counselees according to Firm guidelines

• Solves people related issues observing HR procedures / policies and legal requirements

• Follows HR procedures related to people management (eg. reports sick leaves, plans working time and settles working hours according to the legal requirements and the firm’s procedures, etc.)

• Ensures good communication within the team

What working at EY GDS offers

To be populated based on location

Ernst &Young Job Description

Job Title: Knowledge Content Analyst

# of vacancies: 2

Location: TBD

Function: CBS

Skill Level: n/a

Rank: Senior Associate (65)

Sub Function: Talent Shared Services

Talent Content Management Team

Reports to: Knowledge Content Lead

Job Summary:

About TSS

Talent Shared Services (TSS) is a core service function within the HR Services organization, providing multiple HR support services including Recruitment Support, Onboarding Support, Core HR, Learning Administration and Performance Management Support to EY member firms.

TSS provides services to country, region and global talent teams and other EY stakeholders involved in HR, L&D and recruiting transactions and associated administration, reporting and people infrastructure.

These services are delivered from our centers in Dalian, China; Kerala, India; Wroclaw, Poland; Manila, Philippines, Melbourne, Australia; Dallas, United States; Toronto, Canada; Birmingham, United Kingdom; The Hague, Netherlands: Johannesburg, South Africa.

About the team

TSS Operations Support is a globally diverse team providing support services to TSS centers, including process design, control and maintenance, transition/alignment projects, operations reporting, knowledge content support utilizing artificial intelligence, desktop automation, special projects and general TSS operations management.

About the job

The Knowledge Content Analyst is responsible to handle day-to-day operational activities by organizing, publishing and maintaining talent knowledge content. The Knowledge Content Analyst conducts testing before publishing content to external testers or go live. The role also reviews tester/user feedback, resolves issues where possible and escalate more difficult issues as appropriate. The Knowledge Content Analyst is also responsible for developing, maintaining and supporting desktop automation used throughout TSS.

Essential Functions of the Job:

  • Utilize various technologies to publish and maintain talent knowledge content.

  • Conduct testing before releasing the content to external testers or go live.

  • Run reports and download content as required for review and/or auditing.

  • During testing, hyper-care period or ongoing monitoring post go live, review tester/user feedback, identify issues and solution where possible and escalate issues as appropriate.

  • Identify content gaps and areas for improvement.

  • Review new or revised content for other related content that may need to be revised to ensure consistency, alignment and/or uniqueness.

  • Communicate and resolve identified issues where possible.

  • Utilize available desktop applications to automate and/or enable technology to assist TSS in delivery high quality, efficient services to their customers.

Knowledge and Skills Requirements:

  • Strong problem solving and analytical skills.

  • Positive, assertive, self-starter.

  • Very high level of attention to detail.

  • Familiar with talent processes and technology.

  • Willing to learn and adapt to new technologies.

  • Familiar with HTML codes.

  • Familiar with JSON codes is a plus.

  • Strong spoken and written English.

  • Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements.

  • Ability to handle multiple demands and competing priorities.

  • Proficiency with Firm standard technology such as Windows, Internet Explorer, Outlook, SharePoint, Excel, Word, PowerPoint, Visio, VBA, SQL, etc.

  • Capable of handling interactions with a “global mindset” and collaborating in a virtual team environment.

Supervision Responsibilities:

  • No direct supervision responsibilities.

Other Requirements:

  • Flexibilityin working hours to accommodate multiple time zones as needed.

  • Overtime, as needed to meet deadlines.

Job Requirements:

Education:

  • Bachelors degree or above from a commercial, business, HR or IT related discipline.

Experience:

  • 2 to 4+ years work experience preferred in HR and/or administering content, website or applications.

Certification Requirements:

  • None

Note:

This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.

Responsibilities:

? Attends to HR functional inquiries/requests/transactions as assigned (including inquiries or

 

requests via telephone or email) in accordance with established policies and procedures

? Ensures all transactions are processed, documented and delivered within defined SLAs and quality standards and that work instructions are diligently followed; escalates issues as needed

? Ensures all new process updates are incorporated while processing transactions

? Responds to customer needs and inquiries, exercises good judgment in applying concepts and guidelines

? Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor

? Responds to emails and enquires in a timely manner

? Prepares and contributes to reporting as directed

? Actively participates and completes the performance management and development plan activities

? Identifies potential areas for process improvements and makes recommendations to Supervisor

? Assists with GSS initiatives and other projects as assigned

? Ensures GSS organizational policies and processes are followed

Requirements:

? College graduate and above

? Good oral and written English skills(Fluent Cantonese Speaking for Cantonese position)

? 0-3 years’ work experience preferred including prior Shared Services/BPO and/or HR Operations experience

? Good keyboarding and data entry skills

? Good communication, interpersonal skills and customer orientation; works effectively with others

? Command of spoken and written English (proficiency in other languages a plus)

? Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job

? Good organization, analytical and problem solving skills; able to exercise judgment in day to day work activities

? Takes initiative and follows through as appropriate; attentive to details; efficiently processes high volume of transactions

? Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements

? Working knowledge of firm standard technology such as Lotus Notes, IE, Windows, Excel, Word, PowerPoint; experience with HR specific technology a plus

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