Service Management Program Analyst - EY Global Delivery Services
Buenos Aires, CABA, AR
hace 4 días

The opportunity

Assist the Service Management and Program Improvement team to implement an end-to-end service framework and process to enhance the delivery of InfoSec services to the rest of the business.

This will include creating a structure for all InfoSec services including publication, intake, metrics, customer feedback, reporting, and lifecycle management.

You will coordinate program initiatives and work with a team of energetic people to socialize and build awareness around the value provided to our customers and the firm.

Responsibilities, Qualifications, Certifications - Internal

Your key responsibilities

  • Manage individual projects related to service management and / or program improvements, implementing leading methodologies where applicable
  • Support the service or product framework within the organization by increasing awareness and ensuring they are included in roadmaps
  • Support and lead service maturity assessments to ensure ownership for improvements are defined and managed
  • Monitor and report on Service Portfolio updates and changes.
  • Contribute to the capture and review of Key Performance Indicators for InfoSec services, including customer satisfaction and engagement
  • Develop and manage service scorecards to validate business objectives and perform trend analysis to drive service improvements.
  • Assist InfoSec organization to adopt and support emerging customer service driven needs.
  • Assist with applying industry leading practices in a complex environment.
  • Skills and attributes for success

  • Good interpersonal, communication, consultative, collaboration, and relationship leadership skills.
  • Ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced environment.
  • Ability to effectively work with customers and management personnel on all levels, business areas and across cultures.
  • Fluent in spoken and written English.
  • To qualify for the role, you must have

  • Bachelor’s degree in Computer Science, Information Systems or related field of study.
  • 5+ years of practical experience in the field of IT, with 3 - 5 years of demonstrated ability in Service Management and Program Improvement.
  • Experience with and familiarity with InfoSec functions, domains, and technologies.
  • Solid understanding of ITIL processes, particularly Request Management, Service Portfolio Management and Service Catalog Management, how they interrelate, and how they can be adopted successfully.
  • Familiarity building out dashboards and / or metrics.
  • Ideally, you’ll also have

  • ITIL Foundation certification or equivalent.
  • Understanding of Lean IT and Six Sigma improvement methodologies.
  • General knowledge of program and project management concepts and practices.
  • Experience with Visio and PowerPoint tools
  • What we look for

  • The ability to receive general direction and self-manage work to achieve goals.
  • Able to build strong relationships with people at all levels and across multiple geographies of the organization.
  • Able to support inclusiveness and participation from all team members.
  • What we offer

    As part of this role, you will work in a highly coordinated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward.

    Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being.

    Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer :

  • Continuous learning : You will develop the mindset and skills to navigate whatever comes next.
  • Success as defined by you : We will provide the tools and flexibility, so you can make a significant impact, your way.
  • Transformative leadership : We will give you the insights, coaching and confidence to be the leader the world needs.
  • Diverse and inclusive culture : You will be accepted for who you are and empowered to use your voice to help others find theirs.
  • We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment.

    Please contact us to request accommodations.

    EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities.

    While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

    If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

    Make your mark.

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