Resource management - Data Intelligence & Delivery, Operations - Senior Associate - EY GDS

The position supports the service delivery team responsible for managing the order fulfillment process for implementing Digital Audit technology within EY Audit. 

The Data Intelligence & Delivery COE Operation Team oversees the process, beginning with order scheduling, monitoring the data submission process, and then providing help desk support to Audit teams throughout the order life cycle. Beyond the DID function, the Senior Associate will have opportunities to contribute to other COE initiatives and operational activities across the Centralization team, including T3 (Transactional and Technical Topics), SDC (Service Delivery Center), and GDS (Global Delivery Services).

This role provides an opportunity to gain exposure to a broad range of operational processes, technologies, and service delivery functions that support EY Audit. The Senior Associate reports directly to the Assistant Director on the team. 

Responsibilities

• Resolves a broad range of routine to moderately complex helpdesk inquiries with limited supervision, exercising sound judgment to escalate complex or high-impact issues as appropriate.

• Proactively communicates capacity, competing priorities, and support needs to help manage workload sustainably while continuing to meet business needs during peak periods.
• Shares constructive input, lessons learned, and supportive feedback with colleagues where appropriate to strengthen team execution and knowledge sharing.

• Maintains quality and risk awareness by following applicable EY policies, procedures, documentation standards, and escalation protocols.
• Monitors requests received through the DID mailbox and DID Service Portal, providing guidance, responding to inquiries, and helping audit teams and colleagues navigate evolving needs, priorities, process changes, and potential barriers to support timely order progression.
• Supports end-to-end order fulfillment operations by reviewing data submissions, partnering with audit teams to address exceptions, and maintaining accurate order information within the DID Service Portal.
• Utilizes Power BI reporting and analytics to perform ad hoc analysis, identify trends, deliver actionable insights, and support discussions with leadership and key stakeholders about implications, priorities, and next steps.
• Develops, maintains, and enhances service delivery policies, procedures, and operational documentation, including the creation of process guides, training materials, knowledge management resources, and sharing key learnings with team members as appropriate.
• Identifies and shares ideas to improve efficiency, reduce time, and strengthen service delivery outcomes through process standardization and continuous improvement initiatives.
• Uses Automation Tools daily to reduce hours required to maintain level of support.
• Demonstrates professionalism and accountability by actively participating in team, function-specific, and EY-wide meetings and initiatives, contributing ideas and engagement to team discussions, and taking ownership of continuous learning and professional development.
• Maintains proactive communication with stakeholders and team members by listening to needs, asking clarifying questions, sharing ideas and concerns openly, providing status updates, and collaborating to resolve issues and support successful outcomes.
• Collaborates effectively with U.S., GDS, and cross-functional team members by sharing knowledge and ideas, respecting diverse perspectives and working styles, and contributing positively to team objectives and challenges.
• Provides operational support for DID and other Centralization COE services by adapting to evolving business needs, supporting process changes, and communicating the benefits of new or updated ways of working.

Skills necessary for success

• Ability to manage competing priorities, adjust to changing workloads, and consistently meet deadlines in a dynamic environment. Strong project management skills and the ability to understand project objectives and develop procedures/protocol to achieve those objectives.
• Develop an understanding of the firm’s business, organizational structure and operations to effectively identify opportunities to support the firms’ strategy and key initiatives. 
• Strong verbal and written communication skills, including the ability to provide guidance, communicate priorities and status updates, document processes, and convey information clearly to stakeholders using appropriate reports, visuals, tables, or models.
• Strong collaboration skills with the ability to build effective working relationships, adapt communication style to stakeholder needs and working styles, and contribute in a virtual, geographically dispersed team environment.
• Customer-service mindset with a focus on responsiveness, professionalism, and delivering a positive support experience.
• Must be comfortable with using and learning different technology platforms to execute daily tasks
• Strong analytical, critical-thinking, and problem-solving skills with the ability to identify trends, recognize root causes, and recommend practical solutions. Proficient in Microsoft Office Suite  (Word, Excel, PowerPoint) and Visio
• Overtime, as needed to meet deadlines and provide additional support during busy season. 
• Minimum of 10% expected and scheduled work on weekends during busy season.