IT Process Optimization Analyst
Ernst & Young Global Limited
hace 21 horas

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.

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