Senior Associate - Support Analyst - DKP - EY Global Delivery Services

Job description

Job Summary:

The Digital Knowledge Platforms (DKP) Support Analyst is responsible for executing the processes and projects required to manage and support EY Knowledge’s integrated knowledge platforms and other knowledge-sponsored tools. The DKP Support Analyst team provides a range of services including life-cycle management of all platform elements (platform management, monitoring, sustenance etc), advanced configuration support and application management for knowledge technology applications not part of the integrated knowledge suite. In addition, the DKP Support Analyst is required to plan, execute and deploy platform-related projects.The DKP Support Analyst will be aligned to specific products and services with opportunities to work on additional projects.

Essential Functions of the Job:

·  Execute EYK Product lifecycle management processes. Includes processes to manage product related user requests and resolve issues received via email/shared mailbox.
·  Execute product monitoring processes to ensure adherence to risk management guidance and responsible use policies.
·  Manage simple projects related to the successful operations of the integrated platform and other knowledge-sponsored tools
·  Responsible for simple projects that require the ability to create and implement timelines related to project deliverables, assign tasks and follow up on their completion and manage sponsor/customer expectations of the outcome of the deliverable.
·  Monitor project/program plans to make certain that activities and deliverables are occurring as planned. Identify points of contention for missed deliverables and create strategy to mitigate shortfalls in the timeline that missed or unexpected deliverables may create.
·  Promote use of standard solutions to extend business value, ensure cohesion, and support the knowledge strategy
·  Review and escalate requests contrary to the platform standards
·  Escalate complex issues with recommendations to project sponsors and/or leadership 
·  Assist in the design and development of enhancements to the integrated knowledge technology suite:
·  Conduct usability studies and analyze findings
·  Conduct test planning & execute UAT / pre-production testing.
·  Coordinate business readiness activities.
·  Coordinate product management process standardization activities

Analytical/Decision Making Responsibilities:

·  Adheres to all firm policies, guidelines and standards in relation to responsible use of collaboration platforms and solution configuration
·  Applies process and technology enablement knowledge to analyses and moderate complexity problem solving
·  Understands the firm’s go-to-market strategy and service delivery models, how core business services support the business, and how knowledge enables exceptional client service and high performing teams.
·  Understands EY NextWave strategy and Knowledge priorities, and ensures key Digital Knowledge Platform strategies are aligned to them. 

Knowledge and Skills Requirements:

·  Strong knowledge of EYK Product technology, including an understanding of EY’s technology infrastructure and how its various components function together
·  Advanced technology skills will be required for those analysts who will liaison with IT for product support
·  Knowledgeable of the ways in which EYK Products could be utilized by EY client-serving professionals.
·  Strong project management skills and a proven track record in driving for results including basic knowledge and understanding of project management practices and methods
·  Experience with Adobe Experience Manager highly desirable
·  Proficient in Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Power BI, and data analysis
·  The ability to work well under pressure, produce multiple deliverables in a fast-paced environment, and prioritize conflicting needs
·  Strong analytical skills to grasp complexities and perceive relationships among problems and issues
·  The ability to work effectively as part of a cross-functional, virtual team
·  Good organizational skills and attention to detail
·  Confident in relationship management and ability to assert own ideas and influence others to gain support and commitment for shared projects.
·  Understanding of the business and demonstrated commercial acumen using commercial language that presents knowledge activities in the context of business objectives
·  Ability to demonstrate strong written and oral communication skills to talk about knowledge programs in a clear, compelling manner with a professional demeanor

Supervision Responsibilities:

·  Works independently within own area, with minimal guidance
·  May be required to supervise projects and coach and mentor morejunior team members.

Other Requirements:

·  Travel may be required from time to time to complete assignments
·  Flexibility in working hours to accommodate workload and multiple time zones as needed

Job Requirements:

Education:

·  Bachelor’s degree or equivalent experience

Experience:

·  3-5 years of related experience
·  Experience with Adobe Experience Manager highly desirable
·  Experience of implementing, managing and supporting digital solutions
·  Prior experience of virtual teaming an advantage

Certification Requirements: