Technology – Operations & Service Delivery – Support Services _ Tax Manager

EY's Technology Operations Managed Services team (Tech Ops) works with some of the world's largest companies. Our solution is being built out in FY24 to encompass application managed services, digital solutions including custom development and bespoke solutions. The solution team caters to account teams and clients in all sectors with an emphasis on the larger, more complex managed service deals. The team is responsible for building the business into a significant solution for the firm, achieving target margin and revenue targets and driving innovative solutions to ensure EY retains a foothold in the market.

The opportunity
In our Technology Operations and Service Delivery practice, this role is pivotal in ensuring the smooth operation and support of our technology solutions. As a Manager Support Services professional, you will be at the forefront of delivering quality support and resolving issues that impact key business processes, products, and services.

This position offers the chance to contribute to initiatives that drive continuous improvement and the adoption of automation at scale. You will be responsible for running, maintaining, and supporting technology projects post-transition, ensuring successful deployment to the user community.

Your key responsibilities
In this role, you will spend your time across various critical responsibilities, including:

• Delivering quality support and resolving issues within the context of key business processes.
• Contributing to initiatives that drive continuous improvement and standardization.
• Ensuring adherence to service level agreements and operational level agreements established by service delivery.
• Work on a variety of engagements, incorporating technology to address complex tax problems.
• Build custom tools for international, federal, and state and local tax returns.
• Work with clients to improve accounting for uncertain tax positions.
• Develop models based upon state and local reporting and tax requirements, fixed asset analysis, and working with clients in computing their Research and Experimentation Credit.
• Take ownership of assigned tasks and monitor them until completion, including documenting requirements, configuration, testing, debugging, project profitability, and SharePoint or other tax systems and process configuration.
• Identify ways to automate manual tasks using existing and emerging technologies.
• Consolidate tax data to make analysis and planning more efficient.
• Improve reporting capabilities to enhance our clients' ability to evaluate risk and capitalize on opportunities.
• Manage and motivate teams of professionals with diverse skills and backgrounds.
• Consistently deliver quality client services by monitoring progress.
• Demonstrate in-depth technical capabilities and professional knowledge.
• Maintain long-term client relationships and networks.
• Cultivate business development opportunities.

You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This role may require regular travel as needed by external clients, and you will actively participate in client working sessions daily.

Skills and attributes for success
To excel in this role, you should possess the following skills and experience:

• Experienced Tax SME
• Strong customer orientation and experience in customer support operations.
• Proficiency in application security management and technology service management.
• Excellent communication skills, with the ability to build and manage relationships effectively.
• Critical thinking and complex problem-solving abilities.

To qualify for the role, you must have:

• A Bachelor’s degree (4-year degree)
• Typically, no less than 5 - 7 years of relevant experience
• Expertise in Tax as a Managed Service
• Expertise in Application Security Management is essential.
• Strong customer orientation and experience in Customer Support Operations are required.
• A solid understanding of Data Delivery and Management is necessary.
• Proficiency in Stakeholder Management is important.
• Familiarity with Technology Ecosystem Operations is crucial.
• Experience in Technology Service Management is necessary.
• Strong Troubleshooting Triage skills are expected.
• Excellence in Building and Managing Relationships is essential.
• The ability to establish Client Trust and Value is crucial.
• Strong communication skills, particularly in Communicating With Impact, are required.
• Digital Fluency is a key requirement for this role.
• Emotional Agility is important for navigating complex situations.
• Proficiency in Hybrid Collaboration is valued.
• Strong Complex Problem-Solving abilities are essential.
• Critical Thinking skills are necessary for success in this role.
• A focus on Driving Outcomes is required.
• Learning Agility to adapt to new challenges is important.

Ideally, you’ll also have

• Experience in managing technology projects and post-transition support.
• A proven track record of delivering quality support in a fast-paced environment.
• Familiarity with automation tools and continuous improvement methodologies.

What we look for
We seek individuals who are proactive, adaptable, and eager to learn. Top performers in this role demonstrate a commitment to excellence and possess strong analytical skills, enabling them to navigate complex challenges effectively.