Transition Manager - EY Global Delivery Services

Job description

Position Summary:

(Briefly describe the main objectives and purpose of the job. Why does the job exist?  What is it expected to accomplish?)

As part of our Americas Tax Technology Group (ATTG) you will be part of a technology organization that develops and maintains innovative solutions for our client-serving Tax professionals. ATTG professionals will partner with our Tax professionals to develop supporting technology such as digital/mobile tools to improve internal operations, application of Robotics Process Automation (RPA) to collect financial data, development of advanced financial dashboards, visualization, analytics, and reports.

The Transition Management Group is a data-driven group responsible for gathering information to be leveraged while taking an application through development and into production.  As a member of the Transition Management Group, you will work as a liaison between the development team and business owners.  You would also be responsible for gathering knowledge and data, and using that information to construct operations manuals to will be used to ensure the business is leveraging the appropriate support flows.  Due to the Transition Management Group’s familiarity with a given product, members of the group are often asked to provide support for an application even after it goes live. The Transition Specialist role is in the Production Management pillar.

 

Essential Functions of the Job:

(Identifyand describe essential functions, or primary duties and responsibilities.  Assume that the reader does not know the role or function of the job.)

·  Responsible for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production.  This includes operational readiness, support documentation and acceptance checklists. 
·  Responsible for transition management of solutions as established by Transition Management
·  Ensure service transition is planned and executed to schedule, budget and scope 
·  Build transition plans including infrastructure/application support models, change management, learning & communication deliverables 
·  Coordinate the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new processes or jobs into the ’business as usual’ environment 
·  Be responsible for installation activities, providing effective team leadership, including information flow to and from operations during project work 
·  Co-ordinate routine installations and de-installations of items of hardware and/or software 
·  Monitor the effectiveness of installations and ensures that appropriate recommendations for change are made 
·  Analyze, develop, document and implement changes based on requests for change 
·  Liaise with business and IT partners on release scheduling and communication of progress 
·  Work with project manager to establish end-to-end project plan and approach
·  Develop and maintain relationships across the EY technology organization

Analytical/Decision Making Responsibilities:

 (Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others.  Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)

·  Adopt a logical and methodical approach to problem resolution
·  Perform analysis of metrics, data, and key performance indicators (KPI) for the purpose of continuous improvement on the quality of support and ultimately reduction in the number of support calls
·  Drive prioritization and time management of their own efforts to support/resolve assigned activities and communicate results and findings to end users and management as necessary
·  Clearly articulate both problems and proposed solutions
·  Manage projects within the team (e.g. continuous improvement) that require the ability to create and execute against timelines related to project deliverables; assign tasks and follow up on their completion and manage sponsor/customer expectations of the outcome of the deliverable
·  Apply process and technology knowledge to analyze and problem-solve situations with varying degrees of  complexity
·  Strong communication skills – both written and oral – and professional demeanor in dealing with both internal and external users.
·  Critical decision-making skills required to assess both nature of the problem at hand and its level of severity for the business are essential
·  Works independently with moderate level of guidance

Knowledge and Skills Requirements:

(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)

·  Experience of transitioning  IT projects with personal accountability for delivering to time and cost for smaller projects typically up to $100k in value and 3 months in duration 
·  Excellent interpersonal, communication, and organizational skills  
·  Very good understanding of the customer strategy, services and business processes  
·  Ability to work and team effectively with ATTG Services groups and other management personnel including on a global, virtual basis 
·  Knowledge of service transition methodology, tools and templates  
·  Track record of customer focus, based on openness, trust, and delivering on promises 
·  Experience across packaged and bespoke systems and infrastructure, ideally on an international basis 
·  Management skills to manage more than one transition simultaneously 
·  IT background with experience across the systems development life cycle with experience in different project phases 
·  Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing 
·  Demonstrates commitment to IT methodologies, processes and standards for transition planning and support 

Supervision Responsibilities:

(Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues).  Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility).

Other Requirements:

(Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)

·  Occasional overnight travel may be required

Job Requirements:

Education:

(What is the minimum level of education needed/suggested to perform this job?)

A bachelor’s degree (computer science, engineering, accounting, finance preferred) or equivalent work experience

Experience:

(What is minimum number of years needed/suggested to perform this job?)

·  2-4 years of relevant experience

Certification Requirements:

(Describe and explain any certifications and/or licenses needed or helpful to perform this job).