Business and Technical Communications Analyst

Job Summary:

About the EY Mercury Support Team (MST)

As an organization jointly owned by Finance and Enterprise Technology, the MST is a centralized and global organization that provides strategic deployment, adoption, and operational support for an integrated, SAP-centric platform (Mercury) and manages and supports the Mercury user community. The MST plays an integral governance role in the global Mercury solution and works closely with the business to enable the benefit and value to be realized from the investment in Mercury and to set the future direction and technology road map.

Responsibilities:

The Business and Technical Communications Analyst maintains and administers the Global Operations Communications Tool (GOCT), helps ensure the platform remains reliable and fit for purpose, and uses it to support planned and unplanned technology communications.

The role administers GOCT configuration, templates, access, audience targeting, monitoring, and documentation. It also partners with Product Management, Development, and communications stakeholders to support tool enhancements, releases, operational maintenance, service disruptions, and P1–P3 incidents.

Key responsibilities include:

• Creates and maintains clear, accurate, and brand-compliant operational communications, templates, guidance, and supporting materials for GOCT and related digital channels
• Administers GOCT configuration, communications templates, shared mailboxes, OneAccess groups, audience targeting, and supporting documentation in accordance with brand and governance standards.
• Monitors GOCT dashboards and the administration mailbox, triages user queries and communication failures, and resolves or escalates issues within required timelines.
• Supports planned maintenance, service disruptions, and P1–P3 incidents by drafting, coordinating, targeting, and releasing timely operational communications through GOCT.
• Coordinates GOCT enhancements and releases by documenting requirements, supporting user acceptance testing, preparing release communications, and validating production updates in partnership with Product Management and Development teams.
• Collaborates with global and regional stakeholders to coordinate contributors, incorporate local requirements, and ensure accurate audience targeting.
• Supports contingency procedures for issuing critical communications when GOCT or dependent services are unavailable.
• Develops a working understanding of GOCT dependencies, integrations, data sources, access groups, and downstream communication channels to support issue diagnosis and release validation.
• Assesses communication needs, tracks issues and risks, identifies competing priorities, and escalates decisions when required.
• Maintains configuration records, operating procedures, support documentation, known-error guidance, release notes, and knowledge articles.
• Tracks GOCT usage, communication failures, incidents, service requests, and recurring issues; identifies trends and recommends operational improvements.

Analytical/Decision Making Responsibilities:

Senior communication capability required with MST leadership. The role also requires relationship management skills to influence and motivate resources from other ET organizations that leverage our communications tool.

Knowledge and Skills Requirements:

• Excellent English writing, editing, proofreading, verbal communication, and active-listening skills, with strong attention to detail.
• Demonstrated ability to understand technology-related information and translate it into clear, relevant communications for business users, with awareness of operational impacts.
• Strong planning and organizational skills, with the ability to manage changing priorities and deliver accurate work within compressed timelines.
• Ability to assess requests, identify conflicts, communicate effectively with stakeholders, and escalate decisions, risks, or issues when needed.
• Ability to work independently and collaboratively across functions, regions, and time zones in a virtual, global environment.
• Strong issue-triage, problem-solving, and root-cause analysis skills, with responsiveness to user needs and adherence to firm policies.
• Proficiency in Microsoft 365 applications, including Outlook, Word, PowerPoint, and Excel.
• Experience creating and managing SharePoint content is preferred.
• Familiarity with IT service management practices, including incident, problem, change, and release management.

Supervision Responsibilities:

The role will not have any direct reports.

Other Requirements:

• Occasional “off-shift” hours will be required to support communications and will be balanced with local HR laws.

Job Requirements:

To qualify, candidates must have:

• Bachelor’s degree in Communications, Information Systems, Business Administration, Technology Management, or a related field, or equivalent relevant experience.
• Five to seven years of experience supporting internal corporate or technology operations communications.
• Experience supporting operational communications for planned technology events, service disruptions, critical incidents, or large-scale system implementations.
• Experience using IT service-management or work-tracking platforms, such as ServiceNow to document requirements, manage incidents, and track enhancements.
• Experience administering or supporting an enterprise communications platform, including templates, audience targeting, user access, issue monitoring, testing, or release validation.
• Experience applying change management principles, methodologies, or tools is preferred.
• Experience in the accounting or finance industry is helpful but not required.

What we offer you

At EY, we’ll fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

• Career development: At EY, your career is yours to shape! We’ll develop you with future-focused skills and equip you with world-class experiences