The Continuous Improvement Subject Matter Expert (SME) is a key member of the Digital Talent Product Support team, responsible for the delivery and support of high quality, proactive technology solutions to our clients for global EY HR systems.
This role, reporting to the HR Systems Product Support Data, Compliance and Environments Service Delivery Lead, will manage functional operations activities for their assigned systems, along with effectively manage our EY HR technology environment landscape, including but not limited to involvement in quality testing, issues and defect management, configuration and supporting continuous improvement initiatives across our SuccessFactors integrated technology landscape.
Your key responsibilities
Identifies opportunities for product improvements across the SAP SuccessFactors Suite, as well as proposes options for those improvements, and works closely with the HR Systems Portfolio Manager on validating and prioritizing them.
Partners with the HR Systems Design & Deployment Team and Transition Acceptance Lead to ensure successful transition of new systems and updates to systems, into a business as usual (BAU) and continuous improvement environment.
Partners closely with the Product Support Operations team to plan for and support each product throughout all milestone events, following the schedule that has been agreed to by the business.
This includes configuration and coordination with Vendor and other internal teams, to ensure the system will be ready for use within the timeframe required.
Monitors issue logs and KPIs, supporting day-to-day operations of Talent technology.
Proactively manages release cycles and updates, conducting in-depth change impact assessments, identifying risks and benefits, and developing implementation plans that are delivered to within agreed timelines.
Identifies risks that exist in the current environment and proposes solutions.
Manages the lifecycle of defects and enhancements using established processes & tools.
Manages the SuccessFactors non-production environments, including system refreshes, data masking and coordination with other Digital Talent and EY Technology teams.
Stays up to date on HR systems market trends, identifying ways to improve our systems.
Builds and maintains effective working relationships within HR Services, Digital Talent, Global Talent Function, Process Leaders and IT Services teams.
Acts as an escalation point / third level support for issues that require intervention, ensuring the appropriate resources from the Vendor and relevant Digital Talent and Technology teams are engaged.
Performs primary analysis and provides feedback on diverse requirements and change requests from multiple countries.
Maintains a pulse on user feedback and provides prompt and proper resolution of technical challenges to improve the user experience.
Works with the customer and various teams to evaluate and prioritize defects and enhancements as required; and to understand and communicate potential impacts of recommended changes.
Global travel may be required pending business needs.
Due to the global nature of the role, you will need to work outside of normal business hours to accommodate calls and meetings across time zones, and will need to partner and team with team members, clients and stakeholders virtually and across borders.
The Continuous Improvement SME may have day to day supervisory requirements when required. However, they will work closely with Product Support Service Delivery Managers and their teams to ensure our team delivers effective support services across our systems.
It is important that through the daily operations of the role the Continuous Improvement SME maintains a positive and motivational outlook.
Skills and attributes for success
To qualify for the role you must have
Bachelor’s Degree (preferred)
3+ years’ experience in enterprise HR systems support and continuous improvement, or related roles, preferably within the SuccessFactors.
Proven track record of working with a senior stakeholder population.
Experience working in a matrix organization and influencing multiple senior stakeholders to drive results.
Experience working with cross border teams in a virtual environment.
Ideally, you’ll also have
Experience as a product SME / analyst in a support role.
Experience with SuccessFactors Jam, Reporting and Platform
Experience in environment management and administration
Experience in cross functional HR system design and support
Good interpersonal, communication, organizational, project management and client service skills.
Basic understanding of software development processes, operations management and product management activities.
Ability to work and team in a virtual environment, across multiple countries, areas and cultures, and team effectively with clients and other team members.
Ability to produce detailed, relevant documentation and reports as required.
Ability to work well in stressful situations.
Ability to perform and manage multiple tasks simultaneously.
Proven analytical experience and troubleshooting across a range of systems.
What we look for
We are looking for an experienced SuccessFactors SME who can work well within a virtual team environment, can quickly get acquainted with the configuration and use of EY SuccessFactors integrated solution, can work well in a fast paced dynamic environment, is autonomous, analytical, motivated and has a passion for the art of the possible, develops innovative solutions and ideas to support the continuous improvement and continued user experience of our technology solution.
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.