SaaS CoE Senior Analyst: Operations & Onboarding

Ernst & Young Advisory Services Sdn Bhd; Buenos Aires; Presencial; ARS 90.906.000 - 136.360.000; Jornada completa

Descripción de la vacante

EY Global Delivery Services (GDS) is seeking a SaaS CoE Senior Analyst to support the day-to-day operations of our tax technology solutions. You will manage operational processes, handle support tickets, onboarding users and engagements, and provide first-line functional support to internal stakeholders.

The role also covers application administration, access management, and configuring SaaS platforms to ensure compliance with procedures and quality standards.

Formación

• Experience providing functional and operational support for SaaS platforms and business applications.
• Proficiency with ticketing, collaboration, and productivity tools such as ServiceNow, Teams, Outlook, SharePoint, and Excel.
• Ability to investigate, diagnose, and resolve system issues while supporting end users and stakeholders.
• Strong documentation skills including knowledge articles and user guides.

Responsabilidades

• Provide functional and operational support for SaaS platforms and business applications.
• Investigate, diagnose, and resolve system issues while providing functional support to end users.
• Review and validate project-related documentation for compliance with requirements.
• Collaborate with cross-functional teams and business functions.
• Create and maintain knowledge base articles, process docs, and user guides.
• Support client onboarding, system configuration, and operational processes.
• Maintain strong organizational and communication skills managing multiple priorities.
• Manage user access requests and onboarding/offboarding across SaaS apps.
• Monitor tickets and incidents, ensuring SLA compliance and stakeholder communication.
• Escalate complex issues to Product, Technology, or Functional Support teams.
• Maintain audit-ready records, trackers, and reports for controls.
• Identify opportunities for process improvement and efficiency gains.

Conocimientos

ServiceNow

Ticketing systems

Microsoft Teams

Outlook

SharePoint

Excel

Analytical skills

Communication

Descripción del empleo

EY Global Delivery Services (GDS) is seeking a SaaS CoE Senior Analyst to support the day-to-day operations of our tax technology solutions. You will manage operational processes, handle support tickets, onboarding users and engagements, and provide first-line functional support to internal stakeholders.

The role also covers application administration, access management, and configuring SaaS platforms to ensure compliance with procedures and quality standards.