EY Global HR Systems – Product Support Analyst in Trivandrum, India

Global HR Systems – Product Support Analyst

Core Business Services

Requisition # GDN0002S

Post Date Mar 13, 2018

HR Services is a new global team established within EY Global Business Enablement that is organized under common leadership and a new operating model. Responsible for HR processes, transactions and technology across our global organization, the mission of HR Services is to deliver world class globally consistent processes and enabling technology.

EY is embarking on an exciting multiyear HR system transformation journey that will deliver an integrated enterprise-wide cloud based HR platform. This will enable the organization to meet its strategic talent/business goals and creates new leadership opportunities within our HR Systems team.

The Product Support Analyst role is a key member of the Product Support team responsible for providing support services for EY HR systems to a global client base. This position supports functional operations activities and is involved in quality testing, issues and defect management and supporting continuous improvement initiatives.

Essential Functions of the Job:

  • Monitors process and software changes that impact production support, communicates project information to Product Support team and raises product support issues to the Product Support Manager

  • Assist in the prioritization of defects and enhancements based on urgency, importance, business impact, cost, etc.

  • Identifies risks that exist in the current environment and proposes solutions

  • Coordinates product support activities which involve assignment of issues, issue analysis and resolution within the specified SLAs

  • Provides support with resolution of escalated tickets, acts as liaison to IT Services leads to ensure issues are resolved in timely manner

  • Assists with new product and service introduction activities including ongoing product support and maintenance

  • Suggests and implements recommendations on product efficiency improvements where applicable

  • Develops and supports system testing plans and conducts quality assurance testing

  • Maintains accurate and thorough client support records

Analytical/Decision Making Responsibilities:

  • Provides prompt and proper resolution of technical challenges to improve the user experience

  • Assesses and make recommendations to the Product Support Manager based on the needs of customers (defect, enhancement

  • Drives consistent and exceptional client service leveraging the HR systems implementation methodology

Knowledge and Skills Requirements:

  • Knowledge of software development processes, operations management and/or product management activities

  • Good interpersonal, client service, communication, teaming, organizational, and project management skills

  • Ability to perform and manage multiple tasks simultaneously and work well under pressure

  • Ability to work virtually, across multiple countries, areas and cultures and team effectively with clients and other team members

  • Solid research and analytical skills

  • Ability to produce detailed, relevant documentation and reports as required

Supervision Responsibilities:

TheProduct Support Analystrolewillwork in teams with other Product Support and Design & Deployment analysts. This role will not have any direct supervisory responsibilities however may be assigned supervisory responsibilities in the future.

Other Requirements:

  • Global travel may be required pending business needs

  • Due to the global nature of the role there may be a need to work outside of normal business hours to accommodate calls and meetings across time zones

Job Requirements:


Bachelor’s Degree (preferred)


  • Previous experience in systems support or consulting preferred

  • Experience working in a matrix organization preferred

  • Experience workingwith cross boarder teams in a virtual environment preferred