Government and Public Sector – Service Delivery Center – Senior Analyst

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.

Opportunity:

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.

Key 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 Oversee the following tasks:
  • 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
  • Including, but not limited to, attention to detail, business acumen and etiquette, accuracy of information and adherence to the guidelines set forth during project training
• 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.
• Contribute to operational efficiency:
  • Review and analyze data, identify trends and provide process recommendations
  • Prepare and maintain documentation of processes and procedures

Skills and attributes for success:

• Ability to interact with clients and offer feedback on processes, trends and best practices
• Capability to redirect attention as needed and reprioritize daily workload with direct supervision

• Ability to learn firm and client-specific technologies
• Ability to collaborate effectively with analysts, fostering a supportive team environment while providing constructive coaching and feedback to enhance individual and team performance
• Attention to detail and ability to closely follow processes and procedures
• Authentic communicator with the ability to collaborate with EY colleagues across various teams who want to develop personally and professionally in a dynamic organization
• Demonstrate an analytical mindset, actively seeking to explore complex scenarios and uncover underlying issues
• Display a high level of professionalism, maintaining a polished demeanor in an environment with client and leadership presence
• Maintain a positive attitude and foster strong relationships through all interactions

To qualify for the role, resource must have the following:

• 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
• Must be able to obtain and maintain a secret clearance or higher
• Ability to work in the office 5 days a week Monday-Friday in our SDC San Antonio location
• Capacity to work some overtime

Ideally, resource(s) will also have:

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

What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $70,400 to $116,300. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $84,600 to $132,200. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today.
EY accepts applications for this position on an on-going basis.

For those living in California, please click here for additional information.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world

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