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Global HR Systems Product Support Analyst

Location: Hanoi, Vietnam

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EY Vietnam

16 Phan Chu Trinh Street
Hoan Kiem District

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Global HR Systems Product Support Analyst

(INDIA) and various
Job Reference:
Functional Area/Experience:
Business, Accounting & Finance / Fresh Graduate
Job Description:

Job Description & Qualifications

Essential Functions of the Job:

  • Monitors process and software changes that impact production support, communicates project information to Product Support team and raises product support issues to the Product Support Manager
  • Assist in the prioritization of defects and enhancements based on urgency, importance, business impact, cost, etc.
  • Identifies risks that exist in the current environment and proposes solutions
  • Coordinates product support activities which involve assignment of issues, issue analysis and resolution within the specified SLAs
  • Provides support with resolution of escalated tickets, acts as liaison to IT Services leads to ensure issues are resolved in timely manner
  • Assists with new product and service introduction activities including ongoing product support and maintenance
  • Suggests and implements recommendations on product efficiency improvements where applicable
  • Develops and supports system testing plans and conducts quality assurance testing
  • Maintains accurate and thorough client support records
  • Analytical/Decision Making Responsibilities:
  • Provides prompt and proper resolution of technical challenges to improve the user experience
  • Assesses and make recommendations to the Product Support Manager based on the needs of customers (defect, enhancement
  • Drives consistent and exceptional client service leveraging the HR systems implementation methodology


Knowledge and Skills Requirements:

  • Knowledge of software development processes, operations management and/or product management activities
  • Good interpersonal, client service, communication, teaming, organizational, and project management skills
  • Ability to perform and manage multiple tasks simultaneously and work well under pressure 
  • Ability to work virtually, across multiple countries, areas and cultures and team effectively with clients and other team members
  • Solid research and analytical skills
  • Ability to produce detailed, relevant documentation and reports as required


Supervision Responsibilities:

The Product Support Analyst role will work in teams with other Product Support and Design & Deployment analysts. This role will not have any direct supervisory responsibilities however may be assigned supervisory responsibilities in the future.  


Other Requirements:

  • Global travel may be required pending business needs
  • Due to the global nature of the role there may be a need to work outside of normal business hours to accommodate calls and meetings across time zones