Job Description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity
 

With the continuing and rapid development of tax technology solutions, it is necessary to enhance our operational models to achieve success in the future. In supporting our service offerings on Malaysia e-Invoicing, we are expanding our team to assist our new clients with the implementation and our existing clients in the use of GTES in their day-to-day operations.

In joining the GTES product team, you will have an exciting opportunity to contribute to the ongoing success of this business unit, becoming deeply embedded in the operational management of EY Tools and services for e-invoicing.

Your key responsibilities
 

As a Senior within our Tax Technology Team in EY Malaysia office, primarily focusing on our proprietary e-invoicing solution GTES, you will collaborate with cross-functional teams (local and global) on product management, business analysis and quality assurance, ensuring successful solution delivery as well as ongoing maintenance and support.

You will work alongside the Managers, as Business Analyst to ensure that our tool is up-to-date with the tax technical and functional requirements, while aligning with our overall product strategy. You will also provide Level 1 operational support on tech-related issues encountered by our clients during their day-to-day use of our tool, acting as the intermediary between the clients and our Global GTES teams and tracking the support tickets towards resolution. This Senior Analyst role requires the ability to work well under pressure and tight timelines.

Our global reach and combination of tax, tech, and client knowledge make us the perfect platform to build your career.

You will be a member of a critical team responsible for:

1. Business requirements analysis

• Understand business functions, processes, customer experience and improvement opportunity
• Ensure changes in legislative and operational requirements are compiled timely, analysed adequately and documented clearly
• Discuss and agree with the Global development team on the required changes
• Facilitate training workshops and presentations

2. Solution testing

• Craft the acceptance criteria for quality assurance testing
• Perform user acceptance testing and track issues towards timely resolution
• Ensure the changes made in the tool are well tested prior to deployment

• Maintain solution compliance with internal processes and controls such as Tax Quality, Audit Independence, Tax Technology Approvals Roadmap etc

3. Incident management and problem solving

• Point of contact in EY Malaysia’s GTES Operations Team for our clients
• Initiate and monitor support tickets in accordance with agreed SLA and procedures
• Provide level 1 user support on issues reported by users
• Investigate causes of incidents and seeks resolution, escalating as appropriate
• Work with Global Teams towards resolution and closure of support tickets
• Follow up with potential system enhancements to minimize probability of recurrence and contribute to service improvement

4. Service level management

• Support EY in delivering GTES services within KPIs, SLAs and contractual obligations
• Track users’ feedback – both positive and negative customer satisfaction results

5. Pursuits support

• Assist with responses to our clients’ Request for Proposal/Tender, particularly on technology related questionnaires

Skills and attributes for success

• IT business analyst’s experience with strong analytical, problem solving and conceptual skills
• Ability to see big picture yet attentive to detail, and to express complex technical concepts in business terms
• Relevant user support experience on IT solutions, with good negotiation skills and ability to manage conflicts
• Advanced written and verbal communication skills
• Dedicated, innovative, resourceful, analytical and able to work under pressure
• Excellent interpersonal skills for trusted relationships and effective collaboration with internal and external stakeholders
• Agile and adaptive mindset to constantly changing priorities in today’s dynamic environment
• Experience with ERP systems (SAP, Oracle, Microsoft D365 or other ERPs) will be an added advantage

To qualify for the role, you must have

• A bachelor’s degree in Computer Science or Information Technology (or other relevant discipline)
• Minimum of 3 years of working experience in a professional services environment, a multinational company (MNC) or a local large-scaled organisation
• Relevant working experience on the Malaysia e-invoicing implementation
• Proven track record in business analyst and/or IT operations support role
• High proficiency in general IT skills
• Good understanding of SQL technology and integration architecture
• IT professional certifications (e.g. CBAP, PMP, Agile/Scrum) will be an added advantage

What we offer
As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: 

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world 

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity
 

With the continuing and rapid development of tax technology solutions, it is necessary to enhance our operational models to achieve success in the future. In supporting our service offerings on Malaysia e-Invoicing, we are expanding our team to assist our new clients with the implementation and our existing clients in the use of GTES in their day-to-day operations.

In joining the GTES product team, you will have an exciting opportunity to contribute to the ongoing success of this business unit, becoming deeply embedded in the operational management of EY Tools and services for e-invoicing.

Your key responsibilities
 

As a Senior within our Tax Technology Team in EY Malaysia office, primarily focusing on our proprietary e-invoicing solution GTES, you will collaborate with cross-functional teams (local and global) on product management, business analysis and quality assurance, ensuring successful solution delivery as well as ongoing maintenance and support.

You will work alongside the Managers, as Business Analyst to ensure that our tool is up-to-date with the tax technical and functional requirements, while aligning with our overall product strategy. You will also provide Level 1 operational support on tech-related issues encountered by our clients during their day-to-day use of our tool, acting as the intermediary between the clients and our Global GTES teams and tracking the support tickets towards resolution. This Senior Analyst role requires the ability to work well under pressure and tight timelines.

Our global reach and combination of tax, tech, and client knowledge make us the perfect platform to build your career.

You will be a member of a critical team responsible for:

1. Business requirements analysis

• Understand business functions, processes, customer experience and improvement opportunity
• Ensure changes in legislative and operational requirements are compiled timely, analysed adequately and documented clearly
• Discuss and agree with the Global development team on the required changes
• Facilitate training workshops and presentations

2. Solution testing

• Craft the acceptance criteria for quality assurance testing
• Perform user acceptance testing and track issues towards timely resolution
• Ensure the changes made in the tool are well tested prior to deployment

• Maintain solution compliance with internal processes and controls such as Tax Quality, Audit Independence, Tax Technology Approvals Roadmap etc

3. Incident management and problem solving

• Point of contact in EY Malaysia’s GTES Operations Team for our clients
• Initiate and monitor support tickets in accordance with agreed SLA and procedures
• Provide level 1 user support on issues reported by users
• Investigate causes of incidents and seeks resolution, escalating as appropriate
• Work with Global Teams towards resolution and closure of support tickets
• Follow up with potential system enhancements to minimize probability of recurrence and contribute to service improvement

4. Service level management

• Support EY in delivering GTES services within KPIs, SLAs and contractual obligations
• Track users’ feedback – both positive and negative customer satisfaction results

5. Pursuits support

• Assist with responses to our clients’ Request for Proposal/Tender, particularly on technology related questionnaires

Skills and attributes for success

• IT business analyst’s experience with strong analytical, problem solving and conceptual skills
• Ability to see big picture yet attentive to detail, and to express complex technical concepts in business terms
• Relevant user support experience on IT solutions, with good negotiation skills and ability to manage conflicts
• Advanced written and verbal communication skills
• Dedicated, innovative, resourceful, analytical and able to work under pressure
• Excellent interpersonal skills for trusted relationships and effective collaboration with internal and external stakeholders
• Agile and adaptive mindset to constantly changing priorities in today’s dynamic environment
• Experience with ERP systems (SAP, Oracle, Microsoft D365 or other ERPs) will be an added advantage

To qualify for the role, you must have

• A bachelor’s degree in Computer Science or Information Technology (or other relevant discipline)
• Minimum of 3 years of working experience in a professional services environment, a multinational company (MNC) or a local large-scaled organisation
• Relevant working experience on the Malaysia e-invoicing implementation
• Proven track record in business analyst and/or IT operations support role
• High proficiency in general IT skills
• Good understanding of SQL technology and integration architecture
• IT professional certifications (e.g. CBAP, PMP, Agile/Scrum) will be an added advantage

What we offer
As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: 

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world 

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

Job Requirements