Global Shared Services Analyst (CSI Analyst)

Job description

About EY GDS:

EY Global Delivery Services means 29.500 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:

The CSI analyst will be responsible for producing accurate reporting of metrics and analytics for Global Service Desk personnel and vendor provided services accounting for regional specific requirements, and ad hoc and other requirements as requested and authorized by CSI or higher management or dictated by approved processes.  Additionally, they are responsible for ensuring delivery of shift left, volume reduction and elimination, process improvement activities, cost scaling, and any other assigned projects or initiatives within their zone of coverage or requested by their peers of other Shared Services tower. They will also be responsible for coordinating technology and transformation engagements, and identifying new tools and utilities and automation opportunities to enhance service. They must communicate effectively and in a timely manner all barriers, risks or other escalations to CSI or Shared Services leadership to ensure support for successful delivery of challenges objectives/goals.


Your key responsibilities:

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Provide analysis that leads to improvements in the operations, GSD cost scaling, and/or the customer experience

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Self-motivated and passionate to improve the service provision of GSD

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Technically skilled, and familiar with EY support activities and procedures and EY applications

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Proactively provide data based opinions, suggestions and feedback on GSD strategy

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Provide Innovative analysis, easily consumable and accurate reports

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Participate and add value to GSD initiatives/workstreams

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Provides strong subject matter expertise, advice and CSI project delivery.

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Contributes to the development of new techniques and plans within area of expertise.

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In-depth understanding of service lines.

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Thorough understanding of GSDs business priorities, strategy and direction in relation to CSI objectives/goals.

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May require some supervision of temporary resources

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Ability to understand and integrate cultural differences and motives to lead virtually cross-cultural, cross-border teams.

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Communicate and influence through analysis, data and business based outcomes and ROI across the GSD

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Influence and partner with the vendor shared services and operational teams.

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Interface and consult with peers to accomplish Global Service Desk and Shared Services goals.

 

Skills and attributes for success:

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An advanced degree in Computer Science, mathematics or a related discipline, or equivalent work experience

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5+ years experience in a fast paced IT support environment

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Excellent team working, writing, and communication skills

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Ability to analyze and understand support situations

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Understanding of GSD support models. 

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Proactive, organized, and able to prioritize to meet deadlines

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Identify improvement opportunities

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Work independently with limited supervision

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English language skills – excellent written and verbal communication.

 
Who we look for:

We love working with people who are passionate about their job and have amazing skills in their area a think that: you’re an expert in the field with highly developed business and interpersonal skills, you’re always ready to face new professional challenges, you’re a person with a great sense of humor and you’re open to cross-border experiences; it’s a role for you.

What working at EY GDS offers:

In EY GDS you can count on stable employment and upgrading your career. You will meet people and gain important knowledge and insights that will stay with you throughout your professional life.

 

If you feel that the role suits your personal goals and career path, please send us your current resume.

Join us in building a better working world.  Apply now.