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Product Support Analyst

Location:  Glasgow
Other locations:  Primary Location Only
Salary: Competitive
Date:  23 May 2024

Job description

Requisition ID:  1487395

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.


Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure. 


Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

The Optimization Services team are product owners and/or specialists for several global Products.  We aim to provide exceptional client service while increasing the use of the products globally.


The Product Support Analyst – Product SME will work in the Optimization Services team. The role will primarily be responsible for administration of the Microfocus Testing Tools suite of applications and DocuSign. 


As a member of the Optimization Services team, the Product Support Analyst – Product SME may potentially have scope to be involved in other projects the team work on. 

Your key responsibilities

The selected candidate will:

  • Act as a conduit between the customer and 3rd party vendors
  • Foster inclusiveness and participation from all team members
  • Action requests received via ServiceNow and team mailbox
  • Create and configure projects within the tool
  • Redirect emails/tickets to L3 as required and in some instances act as the liaison
  • Maintain excel/SharePoint lists
  • Maintain GID/GLMS groups
  • Advise on and champion new processes
  • Draft and send user communications


Skills and attributes for success

The successful candidate will;

  • Build strong relationships across all levels of a geographically and culturally dispersed organization
  • Be self-motivated: a confident self-starter
  • Be able to take initiative
  • Take ownership and drive activities to completion
  • Be analytical with strong organizational skills and attention to detail
  • Be actions and results focused
  • Think creatively
  • Be confident in suggesting new ways of doing things
  • Demonstrate resilience and flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
  • Be flexible in work schedule if required during busy periods / multiple time zones
  • Must be fluent in English – written and verbal

To qualify for the role, you must have

  • Ability to build effective relationships, internal and external and at all levels
  • Proven track record of attention to detail and strong organizational skills


Ideally, you’ll also have

  • Experience working in a global IT environment
  • Experience acting as main liaison between stakeholders and vendors
  • Experience with the Microfocus Suite of Testing Tools (ALM, LRC.LRE)
  • Proven track record of successful project delivery
  • Ability to manage competing priorities for own and team's work activities to deliver against agreed priorities and deadlines, escalating if required
  • SharePoint knowledge would be an advantage

What we look for

A confident self-starter who takes ownership and drives projects and initiatives, delivering exceptional results. Someone who is resilient and adaptable, taking new challenges in their stride. The ideal candidate will have good attention to detail and organizational skills.

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: 


  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.


Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team. 


The exceptional EY experience. It’s yours to build.



EY | Building a better working world 


EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.


Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.


Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.  

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