External Workforce Office-EWO-Operations Coordinator

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Job Description

External Workforce Office (EWO) Operations Coordinator

Title: External Workforce Office (EWO) Operations Coordinator

Manager: Global External Workforce Operations Lead

Direct Reports: Not Applicable

Your Role: The EWO Operations Coordinator is an integral member of the External Workforce Office (EWO) team and is responsible for the administrative support of EY’s global contingent workforce program, enabled by the technology platform called SAP Fieldglass.

The EWO Operations Coordinator is responsible for providing efficient and quality transactional support to internal EY managers, employees, contractors and external suppliers. The Operations Coordinator is responsible for executing defined tasks in the SAP Fieldglass vendor management system and managing incoming requests, queries and issues from all stakeholder groups via our case management tool, Service Now.  The Operations Coordinator will act as the main point of contact for specified transactional tasks pertaining to the onboarding and data updating of records within SAP Fieldglass.

Key Accountabilities

• Perform established tasks, as defined in the Operations Manual, in a professional, timely and accurate manner. Tasks include, but are not limited to:
  • Monitoring and actioning Fieldglass dashboard escalations (i.e. approval workflow, unfilled job postings, pending work orders, overdue on and offboarding activity)
  • Actioning onboarding requests and data updates
  • Reviewing and adding job templates to SAP Fieldglass
  • Generating global system standard reports - using the Fieldglass system to run requested reports and generate required data,
  • Maintaining accurate and up-to-date documentation of processes and policies,
  • Providing support for ad hoc projects as required,
  • Tier 1 helpdesk (Service Now) – ownership and responsibility for carrying out Tier 1 help desk support on a day-to-day basis.  This will include liaising with people of all levels within the organisation and proactively taking ownership of all queries through to successful conclusion as well as managing escalations,

Experience

• Previous systems experience, Vendor Management Systems (VMS) (SAP Fieldglass preferred)
• Experience in supporting transactional tasks and help desk queries including usage of case management tools e.g. Service Now,
• Office experience within a busy and challenging administrative role or client focused environment,
• Experience of supporting remote stakeholders in English language (verbal and written),
• Supporting global teams

Competencies

• Accuracy and Quality Driven
  • Ensure all advice and support provided to the business accurately reflects the relevant policies and legislation
  • Ensure quality of work (written and verbal) reflects the required standards of the team
  • Ensure the detail within all documents generated or processes undertaken are accurate
  • Produce all reports accurately and within required timeframe
• Analytical Thinking
  • Absorbs information and relates to defined policy and process
  • Understands reports produced and can identify trends or issues
• Client Focus
  • Management of day-to-day queries
  • Ensure all queries are handled within the required timeframe
• Innovation
  • Continually examen current process and share ideas of how to improve said processes
• Motivation
  • Identify potential problems and escalates these where appropriate
  • Identifies opportunities for improvement and shares these with wider team
• Making Decisions
  • Makes decisions in line with defined policy and process
  • Actively seeks sources of guidance, data or information to inform decisions
  • Escalates issues that require higher levels of decision making or authority at the appropriate times

Qualifications

• Degree or commensurate experience

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