EY Product Manager - Service Delivery & Accounts Engagement Maintenance in Alpharetta, Georgia
Product Manager - Service Delivery & Accounts Engagement Maintenance
Core Business Services
Requisition # ALP001LE
Post Date 6 days ago
Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.
Join our Finance team and you will help enable EY client account teams and management to run the business effectively. You’ll help to improve engagement profitability, manage enterprise wide risk and support market development activities. You will support EY planning, reporting and forecasting and analysis, or help EY people manage day-to-day activities, such as managing engagements, process and auditing time and expense or invoice processing. You’ll also work with other parts of our organization, sharing your financial experience and insights to achieve specific goals. You’ll get all the support you need to stay on top of regulations — and the advice and help you‘ll need to meet your own professional goals.
With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
About the MST :
Finance Infrastructure is an internal EY Finance organization that is part of EY’s Global Controllership. Finance Infrastructure helps support several key Finance Products including Mercury (which is EY’s SAP centric platform supporting Customer to Cash processes).
Finance Infrastructure is part of the Mercury Support Team (MST) which is an organization jointly owned by the business and IT. The MST is a centralized and global organization that provides operational support for an integrated, SAP-centric platform (Mercury) and manages and supports the Mercury user community. The MST plays an integral governance role in the global Mercury solution and will evolve to work closely with the business to enable the benefit and value to be realized from the investment in Mercury and to set the future direction and technology road map.
About this Role:
Product Managers play a key role in both driving and enhancing the benefit and value from the Mercury solution. Product Managers collaborate with the business to elicit requirements and translate them into viable SAP solutions aligned with the overall organization strategy and road map. The Product Manager will facilitate the Service Delivery & Accounts (SDA) Engagement Maintenance process alignment and standardization and will support the development and validation of designated enhancements designed to enable ongoing product transformation, efficiency and the achievement of identified KPIs.
The Product Manager will act as an ambassador for the SAP solution in their respective functional area(s) across Mercury. The Product Manager will provide expertise and guidance in relation to SAP-enabled business products. They will own the integration of their SAP and Mercury designated specialty with other modules and will assist in managing initiatives, projects and third party consultants working within their functional area.
The Product Manager’s scope of responsibility includes supporting their functional area to ensure the success of the SAP solution across a large global client base. In this capacity, they may direct team members toward a common solution, coordinate the activities with other functional and technical teams and work with the global clients to understand the necessary requirements for product and service improvement.
Oversees all aspects of the process and product or sub-product
Develops and delivers presentations to help clients understand their product’s functionality
Creates executive summaries to help clients understand the functional and financial impacts of issues
Manages impacts to other processes and products
Leverages feedback solicited from the business into workload prioritization efforts
Oversees product update and enhancement lifecycle with emphasis on demand, requirements, validation, and securing business signoff
Participates in requirements review, validation activities, test case reviews, and user acceptance testing for functionality developed by the Program
Manages functional incidents and service requests through full lifecycle (through closure)
Provides technical incident, service request, and problem tickets management oversight and prioritization
Provides major incident oversight and communicates status to the business in a timely manner
Oversees SLA compliance for all workloads and re-prioritizes tickets if necessary
Understands and assesses the financial impacts of incidents related to disrupted product processes – assisting the business work through complex errors and reconciliations
Analyzes batch failures/errors and summarize findings in reports to the business
Advises and assists L2 resources as needed
Conducts analysis of lifecycle work performed by Product Management Team and IT to identify design flaws and realize process efficiencies
Assists with planning staffing levels
Works with HR staff to recruit, interview, hire appropriate employees
Provides technical and operational oversight and direction to product team
Coaches, mentors, and develops team members, including overseeing new employee onboarding and providing career development planning
Monitors team/team member performance through developing and executing performance management and development processes, goal setting, and feedback
Prepares periodic reports for management as necessary to track strategic goal accomplishment
Bachelor’s degree in finance, business, computer science or a related discipline, or equivalent work experience
8+ years of experience in a large business system environment, performing business analysis, business development, and/or project systems management with a preferred focus on SAP finance solutions FI (new GL, AP, AR, FA, Treasury, BPC, FSCM) and CO (CCA, PCA, PA, IO, PS)
Direct experience in complex management activities, such as business development, application development/deployment
Direct experience in managing staff and budget
Project management training, practical application, business analysis, sales, marketing, business development or relationship management experience is preferred
SAP certification preferred
Ernst & Young LLP, an equal employment opportunity employer (Females/Minorities/Protected Veterans/Disabled), values the diversity of our workforce and the knowledge of our people.