TTT - L2 - EY Global Delivery Services

The SaaS CoE Senior Analyst is responsible for supporting the day-to-day operations of EY's SaaS Center of Excellence tax technology solutions. The role focuses on managing operational processes, handling support tickets, validating documentation, onboarding users and engagements, and providing first-line functional support to internal stakeholders. In addition, the Senior Analyst participates in application administration, access management, and the implementation and configuration of SaaS platforms, ensuring compliance with established operational procedures and quality standards.

Key Responsibilities

• Provide functional and operational support for SaaS platforms and business applications. 
• Demonstrate experience working with ticketing, collaboration, and productivity tools such as ServiceNow, Microsoft Teams, Outlook, SharePoint, and Excel.
• Investigate, diagnose, and resolve system issues while providing functional support to end users and stakeholders.
• Review and validate project-related documentation to ensure compliance with defined requirements.
• Collaborate effectively with cross-functional teams and business functions.
• Create, maintain, and continuously improve knowledge articles, process documentation, user guides, and operational procedures.
• Support client onboarding, system configuration, and operational processes in a fast-paced environment.
• Demonstrate strong analytical, organizational, and communication skills, with the ability to manage multiple priorities and stakeholders simultaneously.
• Manage user access requests, onboarding and offboarding activities, and modifications to user roles and permissions across supported SaaS applications.
• Monitor and track tickets and incidents, ensuring compliance with service level agreements (SLAs) and maintaining effective communication with relevant stakeholders.
• Escalate complex incidents and functional requirements to Product, Technology, or Functional Support teams when required.
• Maintain operational records, supporting evidence, trackers, and reports required for audits, internal controls, and activity monitoring.
• Identify continuous improvement opportunities and contribute to initiatives aimed at optimizing processes, reducing resolution times, and enhancing the user experience.