CBS-BMC-Technology Enablement BMC Product enablement Generalist Senior Associate Americas

At EY youll 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 were 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.

Discipline Technology Enablement
Role Type BMC Technology Enablement Generalist Senior Associate Americas
Role Rank 65 Senior Associate
Current Rank CS

The opportunity
We are looking for passionate professionals who will be responsible for supporting & managing EY digital products and technologies. Ideal candidate will be someone coming from product/technology support background who have experience resolving customer queries & ensuring that a high standard of customer service is maintained. This role requires flexibility to work in a 24/7 shift environment including weekends and holidays to ensure continuous support for EY digital products and technologies.

Your key responsibilities
Resolve customer queries promptly and professionally ensuring a high standard of customer service is consistently maintained.
Manage shift operations including handovers resource allocation and ensuring coverage across all support hours.
Coordinate shift schedules and maintain shift rosters to ensure adequate staffing and smooth transitions between shifts.
Handle on-call issue management including responding to urgent incidents outside regular hours escalating as needed and ensuring timely resolution.
Learn new technologies and products staying updated with the evolving technology landscape to enhance support capabilities.
Work productively while maintaining exceptional standards in call and data quality.
Monitor personal support tasks and incoming work via ServiceNow ensuring timely attention and resolution.
Review open tickets assigned for updates from requesters and ensure all communications are acknowledged within 24 hours.
Troubleshoot and resolve issues in line with agreed SLAs and personal expertise.
Escalate tickets appropriately to vendors other teams or support staff when resolution requires external or specialized input.
Ensure all assigned tickets are updated with clear status descriptions and progress notes.
Participate in shift handover meetings documenting key updates unresolved issues and action items for the incoming team.
Maintain on-call logs and incident records contributing to post-incident reviews and continuous improvement efforts.

Shift Pattern

Americas 10:00 PM to 7:00 AM (4:30 PM to 2:00 AM UK time)

Skills and attributes for success
Experience in collaborating and working with cross-functional teams to plan deliver and execute successfully.
Experience working in different shifts
Should have good customer and technology-based support skills.
Keep process technical operational and knowledge (of self) maintained / updated
Should be excellent in communication (Verbal Written)

To qualify for the role you must have
3years customer support experience with technology applications or softwares
Good knowledge of PC technologies e.g.: Windows MacOS Office suite. Etc
Excellent written and spoken English language skill
Experience managing user access/product administration & customer management
Experience tracking work pipeline and deliver as per defined SLA & commitments
Excellent written and verbal communication with stakeholders across geography

Ideally youll also have
To think strategically/end-to-end with result-oriented mindset
To build rapport within the firm and win the trust of the clients

Technologies and Tools
Software or Marketing technology products
MS Office tools (Word Excel IE); web/production technologies such as HTML XML JavaScript and CSS

What we look for

Analytical mind-set and problem-solving capability.
Passionate about new technologies and digital products
Enthusiastic and self-motivated with the ability to lead projects proactively.
Meticulous attention to detail with an overall passion for continual improvement.
Innovative and creative with a logical and methodical approach to problem solving.
Credible and articulate with excellent communication presentation and interpersonal skills.
Ability to think strategically and guide marketers of different levels with the best practices and industry trends

What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations Argentina China India the Philippines Poland and the UK and with teams from all EY service lines geographies and sectors playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants we offer a wide variety of fulfilling career opportunities that span all business GDS you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. Well introduce you to an ever-expanding ecosystem of people learning skills and insights that will stay with you throughout your career.
Continuous learning: Youll develop the mindset and skills to navigate whatever comes next.
Success as defined by you: Well provide the tools and flexibility so you can make a meaningful impact your way.
Transformative leadership: Well give you the insights coaching and confidence to be the leader the world needs.
Diverse and inclusive culture: Youll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY
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 to the complex issues facing our world today.

If you can demonstrate that you meet the criteria above please contact us as soon as possible.

The exceptional EY experience. Its 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.