As part of Client Technology Global Assurance, the Assurance Production Support & Service Management team provides production L3 & L4 support for the Assurance service line application suite and infrastructure as well as Transition Management services and project delivery support.
A key part of this responsibility is to ensure that all processes, procedures, frameworks and methodologies are used consistently across all sub-
teams, that we are utilizing the most optimized ways and methods of operating in a lean and efficient manner.
The Service Management & Optimization Analyst will work directly with the Service Management & Optimization Leader and other analysts across Global Assurance to identify inefficiencies within processes, procedures, standard operating practices, and tool usage as well as needing to embed a crisp definition of, and adherence to, a Service / Application Owner framework to ensure consistency of deliverables for the accountable Service / Application owners.
There is a need to look at this from and end-to-end perspective in order to implement efficiencies and reduce waste from our methods to save time and improve time-
to-market for our customers.
The role requires excellent infrastructure, process, organizational and people / influence skills in order to accomplish what is required.
What are you going to do?
Optimize and document processes and procedures used across Production Support & Service Management
Implement consistency of approach to save time and reduce overhead / waste
Embed proper Service / Application Ownership practices across Global Assurance (accountability, reporting, strategy etc.)
Conduct periodic Service / Application reviews for Canvas, Helix, Atlas and report recommendations to the Service Management & Optimization Leader
Adopt Lean / 6-Sigma approach to reduce waste in how we operate
Engage in Service Improvement Plan (SIP) activities
Automate repetitive tasks to improve maintenance and / or time-to-market
Support any ongoing or BAU SIP activities and overall support enhancements
Provide objective recommendations to the Service Management & Optimization Leader on improvements to save time and money for Assurance portfolio
What do we need from you?
Understanding of current recovery solutions and high availability architectures
Knowledge on elementary IT network principles
Excellent oral and written communication skills to convey plans, exercises and activities
Familiarity with DR / BCP life cycle plans and source deliverables (e.g. risk assessment, continuity planning) is essential.
Experience working with ServiceNow
Experience working on Enterprise Service Improvement Plans (SIP) and / or medium to large program Get-to-Green plans
Strong understanding of ITIL landscape (preferably V3) is required
Good understanding of Lean and 6-Sigma required
Good understanding of nascent technologies particularly in the AI and RPA space
Availability for incident escalations and key project delivery task outside of US office hours
Degree in Computer Science, information security or related IT field is required
3+ years of experience in the Service Management and process management space
1 to 2 years of experience managing process optimization and improvements to reduce waste and cost
3 to 5 years in a corporate IT environment implementing and supporting solutions in a data center setting
Experience working Agile / Scrum environment preferred
Experience working in Dev Ops organizations preferred
Experience in a professional services industry preferred
Shift : Monday to Friday 9-6PM
Location : Microcentro
EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people.