Technology Analyst [Senior]

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, it is necessary to enhance our operational models to achieve success in the future. In preparation for the roll-out of e-Invoicing in Malaysia, we are building a team to assist our clients with the implementation and use of GTES in their day-to-day operations.

In joining the GTES operations team, 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 EY Tools and services for e-invoicing.

Your key responsibilities

As a Senior within the Technology team, your role will focus on managing the operational aspects of our e-invoicing solution GTES, as required by the Income Tax Act 1967. You will work alongside the Manager to implement the GTES for our clients and ensure the compliance with local tax technical requirements. You will provide level 1 support for tech-related issues faced by our clients and act as an intermediary between the clients and our Global GTES teams. The Senior role requires the ability to work well under pressure. You are expected to support the teams in any tech-related issues and contribute to defining functional requirements based on revised guidelines issued by the Inland Revenue Board of Malaysia (“IRBM”).

Our global reach and combination of tax, tech, and client knowledge make us the perfect platform to build your career.

You will be a member of a critical team who: 

• Provide Technology Support - ensuring that the application is working correctly as deployed
• Supporting Incident & Problem Management – analysis, investigation, diagnosis, and problem solving to identify, troubleshoot and resolve technology issues
• Service Level Management – support the leadership in delivering GTES services within KPIs, SLAs and contractual obligations

Your responsibilities will include:

• Identifies and resolves issues with the GTES application faced by clients, following agreed procedures.
• Investigates causes of incidents and seeks resolution, escalating as appropriate.
• Documents and closes resolved incidents according to agreed procedures.
• Analyses causes of incidents and provides recommendations to minimize probability of recurrence and contribute to service improvement. Initiates and monitors actions to anticipate, investigate and resolve problems in systems, processes, and services.
• Point of contact of EY Managed Services team (To raise/acknowledge tickets or enquiries from client). 
• Actively communicate with 2nd / 3rd level support teams (GTES Global Team) 
• Performs and oversees standardized operational tasks to ensure that the service level and performance are met. Acts where necessary to address or escalate performance or operational issues. 
• Initiate the procedure for handling detected incidents. Includes raising incident tickets, service request & changes request ticket to users for reference and follow ups. 
• Acts as frontline to confirm problems and capture needed information.
• Support all channels of communication – phone, chat and email for GTES clients.
• Support both positive and negative customer satisfaction results, providing our customers with a timely response in accordance with the agreed SLA.
• Owns the incident/service request/change ticket tracker to be shared and reviewed with the GTES Global Team.
• Update daily/weekly/monthly or the overall ticket status to the delivery manager or client. 
• Assist with response to our clients’ Request for Proposal/Tender, particularly on technology questionnaires.
• Maintain solution compliance with internal processes and controls such as Tax Quality, Independence, Tax Technology Approvals Roadmap 

Skills and attributes for success

• Relevant technology support experience and/or qualification within a relevant field 
• Experience with ERP implementation projects or working closely with ERP systems (SAP, Oracle, Microsoft D365 or other ERPs) 
• Strong analytical and problem-solving skills 
• Strong drive to excel professionally, and to guide and motivate others 
• Advanced written and verbal communication skills 
• Dedicated, innovative, resourceful, analytical and able to work under pressure 
• Foster an efficient, innovative and team-oriented work environment 

To qualify for the role you must have

• A bachelor’s degree or master’s degree in relevant discipline (e.g. Computer Science, Information Technology etc.) 
• Minimum of 3 years to 6 years of working experience in a professional services environment or a Multinational (MNC) Company 
• Proven track record in project management of financial or ERP solution delivery 
• Good understanding of Cloud technology and integration architecture 
• PMP or Certified Agile Delivery is an added advantage 
• Intermediate SQL skills 

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.

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.

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