AddressAt 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.
Business Product Manager - Supervising Associate
The opportunity
- Business Product Manager for Knowledge is focused on Support Services Knowledge domain concentrating on Service Desk and the SXT program.
- Knowledge Product Management within Support Services. Confirm knowledge techniques are aligned to industry best practices (e.g. KCS), and are consistently replicated across the organization including supplier (Atos, TCS), Client Technology, and any internal Service Desk
- Advocate of knowledge, promoter of KCS methodology across EY Technology during adoption and ability to drive maturity to achieve high sharing knowledge environment results
- Content design specialist. Drive efforts ongoing to improve content findability and usability for humans, bots, machine learning for automation
- Partner and key point of contact within EY for supplier, Service Management, Service Delivery Leaders, Product Managers/Service Owners for continual service improvement, customer experience improvement, technician enablement
Your key responsibilities
- Lead the Knowledge strategy for Support Services. Oversight of content design, quality, and consumption to confirm requirements are met for human, bots, automation. Industry best practices are implemented achieving content usefulness, findability and consumption expectations
- Lead the Business Product Analysts for Knowledge confirming KCS Evolve Loop activity for Support Services Knowledge domain. This includes continuous improvement and analysis of existing content, and content creation
- Partner with all Support Services teams (including supplier) to confirm KCS adoption, and all facets of KCS program are implemented including KCS Solve Loop (Capture, Structure, Reuse, Improve), KCS licensing progression, AQI/PAR, Knowledge Coach program. Confirm content techniques to continuously improve content are benefiting the problem-solving process by reducing resolution times, driving service consistency, knowledgebase reflects the demand, and enabling bots/automation
- Partner with Service Management. Consultant in KCS tool design, KM process including KCS adoption, content standards, feedback, search optimization, validation process, time to publish (TTP). Negotiate Support Services requirements, including enhancements required
- Participate in KCS council, KDA network, Knowledge Coach program
- Partner with Service Management to grow KCS adoption across EY Technology where appropriate. Participate to create awareness with Service Owners of KCS, including their direct responsibility required in content validation, and also benefits in Dev Ops.
- Content consultant for Support Services. Participate in content design requirements & new feature exploration for SXT tools consuming knowledge content. Aligned with suppliers, vendors, EY UX team.
- Participate in AI machine learning to understand content requirements to enable findability & consumption for bots and automation.
- Outcomes - increase self-service, reduce ticket volume, improve UX, improve customer satisfaction, improved bot & human content consumption, reduce MTTR, increase service consistency, increase content findability, increase content reuse %
Skills and attributes for success
- Leadership skills required to coach, guide, share, influence
- Significant knowledge content experience, knowledge advocate
- Expertise with the L1 and L2 Support Services domain they analyze
- Understanding of KCS methodology, preferably KCS Practice certification
- Familiar with using data analytics to derive actions for improvement, e.g. PowerBI, Performance Analytics
- Ability to translate knowledge content performance to demonstrate success stories
- Partnering skills to establish and maintain relationships with EY Technology leaders, including supplier
- Ability to influence mindsets to grow and mature KCS culture
To qualify for the role you must have
Education:
- Engineering or Master's degree in related discipline, or equivalent work experience or equivalent job experience
Experience:
- Minimum 8 - 12 years experience
- Experience of leading ad hoc, globally diverse teams, multi-location teams
- Excellent management, problem solving, communication, interpersonal, and organizational skills
- Strong project management, team development, strategic planning, resource planning skills
- Ability to work effectively with clients and other management personnel across multiple geographies and to bring multi-disciplinary teams together
- Proven track record of driving operational excellence and improving processes
- Ability to lead projects and motivate others
- Required to understand and integrate cultural differences/motives in order to manage cross-cultural/cross border teams
- Excellent English language skills (written and verbal)
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
- Ability to deal efficiently with escalations and difficult situations/people under pressure
Ideally, you'll also have
- Ability to thrive in a global organization is essential, balancing the needs of the customer against business initiatives and goals
- Ability to develop and build relationships and demonstrate confidence as you collaborate with colleagues across the firm to drive coordinated efforts
- Experience in leading multi-disciplinary teams, developing and motivating individuals
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
- Experience of working credibly with senior stakeholders
- Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or when escalating issues using advanced oral and written English communication skills
- Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
- Skilled at explaining technical information in a manner that is understood by non-technical customers
- Strong understanding of software development lifecycle and project management methodologies
- Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment and drive leadership performance in oneself and others
- Brings proven expertise in product or project management
- Able to exhibit a progression of increasingly complex analytics and ability to successfully lead and deliver complex IT projects during the period
- IT Service Management methodologies Certification (ITIL Foundation or higher)
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.
