PSCM Functional Analyst - Senior - EY GDS

The opportunity

We are looking for a Senior Functional Analyst, Global Resource Management Products, to join the team responsible for supporting and continuously improving the technology products used by Resource Management globally.

In this role, you will act as a bridge between business stakeholders, product teams, technical teams and third-party vendors. You will help ensure that our Resource Management applications continue to meet business needs by providing functional support, gathering and documenting requirements, supporting product enhancements and assisting with the successful delivery of releases.

You will be part of a globally distributed team supporting stakeholders across the Americas, EMEIA and Asia-Pacific. The successful candidate will be comfortable working in a dynamic environment, managing competing priorities and translating complex business and technical concepts into practical solutions.

The role spans the full product lifecycle, including operational support, requirements analysis, testing, release management, stakeholder engagement, training and continuous improvement.

Your key responsibilities

Product and Functional Support

• Provide functional support for a portfolio of global Resource Management products.
• Investigate, analyse and resolve Level 2 incidents and service requests, coordinating with technical teams and vendors where needed.
• Monitor support queues and ensure service requests and incidents are addressed within agreed service levels.
• Analyse recurring issues and identify opportunities for product, process and training improvements.
• Support users by providing guidance, troubleshooting assistance and product expertise.
• Create and maintain knowledge articles, user guidance and support documentation.
• Develop a thorough understanding of business processes, product functionality, integrations and dependencies across the Resource Management ecosystem.

Business and Functional Analysis

• Engage with stakeholders to understand, document and validate business requirements.
• Facilitate workshops, discovery sessions and process discussions to clarify business needs and identify solution options.
• Translate business requirements into user stories, acceptance criteria, process flows and functional specifications.
• Assess gaps between business requirements and product capabilities.
• Conduct impact assessments for product, process, integration and data-related changes.
• Support backlog refinement and prioritisation activities in collaboration with Product Owners and business stakeholders.
• Ensure requirements are traceable throughout the delivery lifecycle.

Testing and Release Management

• Develop and maintain test scenarios, test cases and validation criteria.
• Coordinate and support system testing, regression testing and user acceptance testing activities.
• Triage defects and work with technical teams and vendors to drive resolution.
• Validate that delivered functionality meets agreed business requirements and acceptance criteria.
• Support release planning, deployment activities and post-release validation.
• Assist with release communications, training and user adoption activities.
• Identify and communicate risks, dependencies and impacts associated with releases.

Stakeholder and Vendor Management

• Build and maintain effective working relationships with business stakeholders, vendors and internal technology teams.
• Communicate product updates, issues, risks and decisions clearly and professionally.
• Coordinate activities across multiple teams, regions and time zones.
• Support governance forums, working groups and stakeholder review sessions.
• Escalate risks and issues appropriately and provide recommendations for resolution.

Documentation and Governance

• Maintain accurate and up-to-date requirements, testing, process and support documentation.
• Support the creation and maintenance of training collateral, user guides and knowledge repositories.
• Ensure documentation aligns with organisational standards and governance requirements.
• Maintain action, risk and decision logs where appropriate.
• Support compliance with change management, data privacy, access management and governance processes.

Continuous Improvement

• Identify opportunities to improve business processes, user experience and product adoption.
• Use stakeholder feedback, support trends and operational data to recommend improvements.
• Contribute to product roadmaps and enhancement discussions.
• Support the ongoing evolution of Resource Management tools and processes across the global organisation.

Skills and attributes for success

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to translate business needs into clear functional requirements.
• Strong stakeholder management and relationship-building skills.
• Experience facilitating workshops and requirements-gathering sessions.
• Strong organisational and planning skills.
• High attention to detail and commitment to quality.
• Ability to manage competing priorities in a fast-paced environment.
• Strong customer-service orientation.
• Ability to work independently and collaboratively within a global team.
• Confident communicator who can influence outcomes through evidence-based recommendations.
• Curiosity, adaptability and a continuous improvement mindset.

To qualify for the role, you must have

• Bachelor's degree or equivalent relevant professional experience.
• Minimum 4 years of experience in one or more of the following areas:

• Functional Analysis
• Business Analysis
• Product Support
• Enterprise Application Support
• Technology Project Delivery

• Experience supporting business applications within a global organisation.
• Experience working with business stakeholders to gather and document requirements.
• Experience supporting testing activities, including User Acceptance Testing.
• Experience investigating and resolving application-related incidents and issues.
• Strong understanding of business processes and systems.
• Experience working with globally distributed teams.
• Flexibility to collaborate across multiple time zones when required.

Ideally, you’ll also have

• Experience with Agile delivery practices and methodologies.
• Experience using Azure DevOps, Jira or similar backlog management tools.
• Experience with ServiceNow or another IT Service Management platform.
• Experience supporting cloud-based or SaaS products.
• Experience managing relationships with third-party vendors.
• Knowledge of change management principles and user adoption practices.
• Understanding of application integrations, APIs and data flows.
• Experience supporting Resource Management business processes.
• Knowledge of EY Resource Management applications including ProFinda, Retain, RM Assist and related products.

Technologies and Tools

• Microsoft Office Suite (Excel, PowerPoint, Word, Teams and SharePoint)
• ServiceNow (preferred)
• Pendo (preferred)
• Azure DevOps (preferred)
• Microsoft Planner
• Collaboration and documentation platforms
• Process mapping and requirements management tools

What we look for

We are looking for someone who is:

• Passionate about delivering an exceptional user experience.
• Curious and eager to learn new products and technologies.
• Proactive in identifying and solving problems.
• Comfortable working in an environment with changing priorities.
• Able to balance operational support and project delivery responsibilities.
• Collaborative, inclusive and relationship focused.
• Committed to continuous improvement and operational excellence.

What we offer

•  Continuous learning and professional development opportunities.
•  Exposure to global stakeholders and enterprise-scale products.
•  Opportunities to contribute to innovative technology solutions.
•  Flexibility and support to develop your career path.
•  A collaborative and inclusive culture where your ideas and contributions are valued.
•  The opportunity to help shape the future of Resource Management technology globally.