Government and Public Sector - Service Delivery Center - Indirect Tax - Operations - Senior Analyst

Ernst & Young • Hoboken, NJ

94d • $70,400 - $116,300

About The Position

At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. From strategy to execution, the Government & Public Sector (GPS) practice of Ernst & Young LLP provides a full range of consulting and audit services to help our federal, state, local and education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams; quality work at the highest professional standards, operational know-how from across our global organization; and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving health care for our military, veterans and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world. The Service Delivery Center (SDC) is made up of high-performing, US-based resources who work closely with our experienced professionals to deliver project-based work and managed services to our federal and state clients. The SDC is a core component of the GPS practice. This position is responsible for daily processing and operational support functions across the practice. In addition to individual production goals, this role is responsible for leading business process workstreams.

Requirements

• A bachelor's degree
• United States Citizenship
• A minimum of 2-3 years of related work experience
• Strong customer service and organizational skills
• Experience with Microsoft Office Suite (MS Word, Excel, PowerPoint)
• Excellent written and verbal communication skills needed to interact with internal team members and external client personnel
• Ability to learn and use technology and follow a linear and well-defined process
• Respect for the need to maintain confidentiality and display tact when discussing possibly personal questions relating to the caller's individual circumstances
• Proficiency in the English language, including the ability to listen, understand, read and communicate effectively, both in writing and verbally, in a professional environment
• Project management, teaming, organizational, analytical thinking and problem-solving skills
• Ability to perform activities in the EY office
• Capacity to work some overtime

Nice To Haves

• Prior experience in a service delivery center or similar environment
• Prior supervisory experience

Responsibilities

• Supervise and guide a team of production analysts, provide effective feedback, information, and insights to certify associates meet production goals within quality guidelines, program rules and other service level agreements
• Achieve technical proficiency in relevant program procedures and requirements to serve as the primary escalation point for analyst inquiries and exceptions
• Organize and distribute time-sensitive documentation promptly to all relevant team members
• Measure and manage team productivity based on client deadlines and program requirements
• Implement quality control procedures and performance improvement initiatives
• Document review procedures accurately in accordance with program requirements
• Provide 2nd level quality review, including analyzing the work product of analysts against expectations set forth in defined procedures or policies
• Certify analysts perform responsibilities in accordance with both existing policies and procedures and in accordance with EY best practices for client delivery
• Report daily metrics/status to management
• Participate in internal meetings and effectively communicate performance results, roadblocks, and opportunities for improvement
• Review and analyze data, identify trends and provide process recommendations
• Prepare and maintain documentation of processes and procedures

Benefits

• Comprehensive compensation and benefits package
• Medical and dental coverage
• Pension and 401(k) plans
• Wide range of paid time off options
• Flexible vacation policy
• Time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree