Mercury Support Team - Knowledge Transfer Analyst
Ernst & Young AG
Wrocław, Poland
6 d. temu

About the Mercury Support Team (MST) : As an organization jointly owned by the business and IT, the Mercury Support Team (MST) is a centralized, global organization that provides operational support for our integrated, SAP-

centric platform (Mercury). As the solution continues to be deployed globally, the MST partners with the Mercury Program to support countries as they come online.

Over time the team will play an integral governance role in the global solution. We will continue to work closely with the business to enable the full benefit and value to be realized from the investment and to set the future direction and technology road map.

The opportunity This position is responsible for producing and editing knowledge Content needs of the MST and the broader Mercury Integrated Support Model.

As such, the role is responsible for understanding and applying the policies, procedures, processes, technology and related systems that comprise the firm's knowledge management strategy.

This role is also responsible for maintaining the quality and relevancy of knowledge included within the MST knowledge infrastructure, extending to portal user interfaces, knowledge platforms, and knowledge repositories.

This role also manages MST sites for an assigned area and may manage knowledge repositories. This includes oversight of ongoing knowledge updates, the design and development of new knowledge that aligns to business objectives, and strong coordination with multiple stakeholders.

Your key responsibilities :

  • Partner with our Knowledge Leader to play an integral role in planning knowledge enhancements and processes content
  • Partner with the Knowledge Leader to optimize knowledge content efficiencies by making recommendations for enhancements and process improvements.
  • This includes the establishment of SLAs for producing and publishing Knowledge, managing additional support resources (direct and indirect), and ensuring quality of output.

  • Monitor incoming requests to edit current content and the creation or publication of new knowledge content within various tools.
  • Developing an extensive knowledge of SAP content will be key to delivering this responsibility.

  • Monitor and analyze knowledge currency, usage, etc., and alert appropriate stakeholders when content management systems are not functioning as intended.
  • Support the Global Knowledge Lead in designing and implementing new knowledge management workflow processes.
  • Act as a subject matter resource (SMR) on knowledge management issues and serve as a training resource for team members and stakeholders.
  • Skills and attributes to success :

  • Technical
  • Bachelor’s degree in adult learning, technical writing or equivalent work experience
  • Good understanding of knowledge management principles.
  • Excellent copy writing and editing skills along with strong attention to detail
  • Proficiency in MS Office, SharePoint and ServiceNow
  • Basic SAP skills across a variety of modules preferred
  • Other
  • 4-6 years of experience with at least 3 years of experience in SAP Knowledge Documentation
  • Ability to work independently, complete multiple tasks and meet deadlines in a fast-paced environment.
  • Strong leadership, analytical and research skills.
  • Ability to develop and deliver creative, credible ideas for content
  • Proven ability to influence and build collaborative relationships with senior-level stakeholders
  • Excellent written and verbal communication skills demonstrating a command of the English language
  • What we look for : We are looking for people who are passionate about what they do and have a track record of making a positive difference in their business environment.

    Our team members must be willing to take the initiative to learn and grow, and to demonstrate strong interpersonal skills as they build effective working relationships with each other and the broader global EY organization.

    Given the global nature of the role, we seek team members who will demonstrate some flexibility required to accommodate meetings with colleagues in different time zones.

    What working at EY offers :

  • Work in prestigious stable company
  • Contact of employment
  • Fair salary
  • Relocation package
  • Participating in interesting projects
  • Work in a professional, dynamic, truly global team
  • Development opportunities in international multilingual environment
  • Attractive social package (sport card, medical insurance, life insurance, wellness & spa program, sport events and many others)
  • Modern office space near market square
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