Digital Factory - Technical Support Analyst
The opportunity
We are looking for an experienced senior technical support analyst who will be part of our amazing team. Our Digital factory team is driving a large portfolio of projects helping our different Service Lines in EY to build software applications/solutions through cutting edge technologies. As a senior technical support analyst, you will be responsible for supporting various developed applications and continuously bringing improvements in the automation. The responsibilities include writing code, analyzing data, and contributing to the design and supporting the application. You will be working directly with our stakeholders and will be responsible from all aspects of production application support.
Your key responsibilities
• Supporting RPA (Blue prism), VBA, SQL and power BI applications in production for Tax service lines
• Incident and service request management on daily basis for the mentioned technologies
• Assist in the logging, tracking, and resolution of incidents and problems
• Providing root cause analysis and weekly reporting of these incidents
• Maintain and update service management documentation, including policies, procedures, and user guides
• Contribute to the creation and maintenance of a knowledge base for service management
• Ensure quality and smooth scheduling/running of automated processes in production
• Work closely with other team members and departments to ensure seamless service delivery
• Taking responsibility ensuring change control and change management procedures are followed while deploying/fixing things in production
Participate in service improvement initiatives and projects Gather and analyze feedback from users to identify areas for improvement Ensure a high level of customer satisfaction through effective communication and resolution of issues
Qualify for the role, you must have
3-4 years’ experience of experience working on similar position in a corporate organization A degree in Computer Science or a related discipline or a degree in business with technology consulting or technical experiences Good hands-on experience in RPA (Blue prism), VBA , SQL and powerBI Good knowledge in application support Good knowledge and understanding of ITIL Incident, Problem and Change management process Familiarity with agile development methodologies You are interested in the connection between IT and process improvement / re-engineering You are organized, flexible and able to manage several tasks Excellent communication in English (French will be considered as an asset) and Excellent interpersonal skills You are a team player and have excellent technical & analytical skills Experience with PowerApps will be considered as an asset Experience in Tax will be considered as an asset Ability to remain calm and patient when dealing with repetitive inquiries Ability to work independently and as part of a team
What we offer
Dynamic teamwork: You’ll work with brilliant and innovative professionals who are devoted to building a better working world 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
If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
The exceptional EY experience. It’s yours to build.
Apply now.