EY Senior Product Specialist - L3 APAC in Trivandrum, India

Senior Product Specialist - L3 APAC

Core Business Services

Requisition # GSS004XY

Post Date Apr 16, 2018

Job Summary:

Provides guidance, assistance, coordination and follow-up on client questions, problems and defects of a wide variety of desktop applications maintained by the firm. This may include off the shelf software and/or business specific application software and hardware.

Essential Functions of the Job:

• Under limited supervision, respond to customers' inquiries concerning support requests and problem resolution

• Resolve software problems and/or identify and escalate hardware problems reported to the team

• Identify sources and trends of technical problems to prevent future occurrences.

• Serves as an escalation point for difficult problems and complex inquiries.

• Follows up on specific inquiries or requests to ensure client satisfaction.

• May be asked to act as a peer group leader.

• May be required to help train colleagues and service desk staff.

• May be asked to act as a backup to his/her supervisor.

Analytical/Decision Making Responsibilities:

• Ability to identify potential points of failure, areas for improvement, and identifying pain points and bottlenecks.

• Makes recommendations to the team lead in regards to process changes and drives implementation, based on the needs of the business and product direction.

• Leads the team to classify and prioritize issues related to the product.

• Provides recommendations and analytical expertise on enhancement requests raised by Engineering, and challenges these requests if necessary.

• Proven ability to coordinate resolution of issues on a subarea / area / global basis

• Capable of managing small to midsize projects and leading sub-teams on large projects

• Proven ability to coordinate resources to complete complex assignments

• Ability to effectively communicate with other groups in IT Services, business practice representatives and outside vendors.

• Enforces strategic product/policy direction set by management

Knowledge and Skills Requirements:

Mandatory Technical Skills:

• Windows Desktop OS including Windows 7 and 10

• Advanced troubleshooting skills of Lotus Notes, MS Office, Internet Explorer, Windows and Apple operating systems

• Networking - TCP/IP (Configuration of Client, Client Troubleshooting)

Other Skills:

• Strong interpersonal, client service, communication, and organizations and project management skills.

• Ability to work under pressure and react appropriately in a crisis situation.

• Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve most inquiries independently.

• The ability to effectively work and team with clients, management and staff members.

• The ability to fully document processes and fixes.

• The ability to create and deliver presentations as necessary

• Proficient in Service Now Incident, Problem, and Change Management.

• Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.

• The ability to read, write, speak and understand the English language.

Supervision Responsibilities:

This position is not expected to include supervisory responsibilities, although the candidate may be asked to step into such a role on a temporary or permanent basis based on the need at the time and the ability of the employee.

Other Requirements:

• Overtime will be required from time to time during projects and times of increased workload.

• Work may be required at night or on weekends to support a project or during times of a system outage or emergency.

• Some travel may be required.

Job Requirements:

Education:

• A Bachelor's degree in Engineering, Computer Science or a related discipline.

• Certifications, trade school degrees or a solid work history will be considered if such a degree has not been obtained.

Experience:

• Approximately 2-6 years of desktop management experience.

• Extensive knowledge of IT operations.

Certification Requirements:

• Technical certifications are not required but will be considered a plus, especially if it’s closely related to the technologies referred to above.