Job Summary :
As part of Enterprise Service Management (ESM), there is a vision to provide a homogeneous, standardized and effective multi-vendor SIAM framework and toolsets for all necessary ITIL and operational processes (such as incident, problem, knowledge, hardware / software asset management and configuration, change, service request, capacity, availability etc.)
Service Integration & Management (SIAM) Consultant will be responsible to manage the day to day operations encompassing EY Delivery Organizations, Vendors and Suppliers / Partners ensuring all achieve their strategic goals, meet contractual obligations.
Essential Functions and skills for the Job :
Responsible for the day to day Desktop Services L3 ( DSL3) operations.
Responsible for being SME for DSL3 team and adhering ITIL processes and procedures.
Strong knowledge on Windows, Office, Network and infrastructure Services.
Strong relationship skills with stakeholders, senior management, colleagues and external service providers
Work with various stakeholders from different Service Management Functions and Modules and Integrate them through Service Now Platform
Experienced in working with 3rd party vendors and partners.
Establish and maintain strong, productive, and collaborative relationships with the Service Providers.
Able to handle Dispute Management and Escalation Management to ensure smooth Operations.
Identify potential risks proactively and highlight with respective stakeholders for timely mitigation.
Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements.
Coordinate Governance to ensure process and operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers, at an agreed frequency e.
g. Daily, Weekly, Monthly, Quarterly.
Govern the Continual Service Improvement in conjunction with customers' strategy and drive it across Service Providers.
Track and Report CSIs across Providers.
Coordinates day-to-day responsibilities of service management staff.
Provides subject matter expertise in service management.
Knowledge and Skills Requirements :
Candidate must have understanding of Service Integration Management, Service Management, Governance frameworks, strong knowledge of practices and protocols, experience in working with 3rd Party vendors / partners / suppliers, operational risk management & expertise of the IT Operations, including IT practices.
Specific expertise should include :
Overall 5-10 years of experience in IT / ITES industry
Experience with ServiceNow
Strong knowledge on Windows, Office, Network and infrastructure Services
Strong knowledge on handling Nexthink investigations
Knowledge and understanding of IT Infrastructure Library offerings (ITIL® 4)
Knowledge of ITSM Information Technology Service Management
Professional Certified, ITIL 4 Foundation
All aspects of the IT infrastructure Operations and critical components and services, including the delivery mechanisms and IT associated with each, and the technical and operations infrastructure.
Experience in managing multiple stakeholders at all levels of the organization.
Ability to organize and leverage resources to accomplish objectives.
Strong organizational skills & exceptional ability to remain calm under stress.
Excellent team skills, as a team player.
Excellent communication skills, especially related to facilitation, documentation and reporting.
Highly developed relationship management, influencing.
Strong Desktop and Laptop support experience using remote tools
Contingent on location, the role is an individual contributor role. Assigned staff may be remote based and / or in a work from home setting that will require distance management skills across locations, cultures and time zones.
Other Requirements :
The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues.
Job Requirements : Education :
College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experience
Approximately 5-10 years of experience in an Operational / Service Management / Service Integration / SIAM
Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers
Coordination, negotiation, and persuasion skills
Understanding of Lean, Agile and DevOps.
Certification Requirements :
ITIL V3 Intermediate, ITIL 4 Foundation
Service Now Knowledge is a plus
Program / project management skills and experience advantageous
This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and / or the manager.
Further, the job description is subject to change at the discretion of management.