Global SaaS Support Lead London, England
Job description
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.
The opportunity
With the continuing and rapid development of tax technology solutions and in particular Software-as-a-Service (SaaS) solutions, it is necessary to enhance our operational models to achieve success in the future. In preparation for the future, EY Tax and Law have created a new “Centre of Excellence” (CoE) to support SaaS solutions throughout their lifecycle.
The objectives of the SaaS CoE are twofold:
- Operational management of Tax and Law SaaS solutions and
- Sales enablement and support to drive the market success of these solutions.
The SaaS CoE currently supports Tax and Law solutions Global VAT Reporting Tool (GVRT), Mandatory Disclosure Regime (MDR) Web and Data Permissions Navigator (DPN) with this number of solutions is expected to grow rapidly.
In joining the SaaS CoE you will have an exciting opportunity to contribute to the ongoing success of this new business unit, becoming deeply embedded in the operational management of the SaaS CoE and thus ensuring the smooth running of the technology solutions that it supports.
Your key responsibilities
Ensuring smooth and timely resolution to incoming issues across multiple SaaS applications- Liaising with colleagues and clients in a range of business and technical functions to drive prompt resolutions
- Building and implementing a centralised support strategy to be adopted across Tax and Law SaaS applications within the organisation
- Develop a comprehensive understanding of the SaaS applications within their remit and work with the associated product teams to disperse this knowledge to other support staff
- Steer the support function through times of substantial growth and organisational change with confidence
Skills and attributes for success
We are looking for people with excellent communication abilities with relevant experience in a commercial position.
To qualify for the role you must have
Extensive hands-on experience in a support desk environment assisting both internal and external/client users with application issues- Strong analytical skills and capable of diagnosing problems
- Proven leadership and change management skills and the ability to independently drive initiatives forward
- Experience leading a successful team of support staff, mentoring colleagues, and delegating work
- Identifies opportunities to improve processes and strategies
- Able to manage a range of stakeholders with responsibility covering multiple software applications
- Communicates successfully with both technical and non-technical audiences
Ideally, you’ll also have
Experience working in a professional service environment- Experience supporting tax/law/finance systems
- Experience supporting SaaS platforms
- ServiceNow platform experience
- Competency with reporting/dashboarding and trend analysis
What we look for
Relevant professional qualifications- 6+ years experience in support role within a large global organization ideally within the legal, tax or privacy technology market
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.
