L1 Support Analyst
Ernst & Young AG
hace 48 días

Program Mercury is a large, multi-year, enterprise-wide process transformation that will replace more than 1400 EY business systems and related processes with an integrated, SAP centric platform that will standardize and harmonize activities throughout the organization and significantly improve how EY manages its business.

Program Mercury is a key enabler of EY’s Vision 2020, directly supporting the efforts of a number of transformation initiatives across the Firm by streamlining the application portfolio, reducing operating costs and providinga platform to deliver services more efficiently.

The Mercury solution is built upon the very latest of technologies (Portal, Mobile, SaaS) and a variety of hosting models (Cloud, Vendor and Internal).

The SAP footprint is comprehensive, and the non SAP components varied. The user base at the final rollout is in excess of 200k.

The User Management Analyst is responsible for coordinating user access across Prod and Non-Prod environments. The role involves ticket management and execution.

This role exists within the wider MST Environments Management function and reports to the MST User Management Coordinator.

The candidate will need to be proactive and tenacious, working with other teams to expedite requests, and perform some access administration tasks in Active Directory and Mercury applications both in Production and Non-

Production environments. The Mercury landscape currently includes 15 environments supporting a variety of activities and teams.

Primarily this role is about managing a complex process through a variety of steps and teams, ensuring a prompt turnaround of single and bulk requests for system access.

In addition the user management team will play a role in Production Support, acting to fulfil requests for AD group set up, managing AD group expiry and set up, managing group membership and working with SAP GRC and Security teams to resolve issues related to access

The user access process includes set up of ids / role assignment, HR minimaster etc across the following systems :

SAP, Kofax, Active Directory, Winshuttle, Expense Appraisal tool, Citrix, and occasionally non-Mercury systems where access is required for testing

What are you going to do?

The teams involved in provisioning users for Mercury vary depending on the environment, but include :

  • EY Identity and Access Management a GIS function
  • EY User Access Management a GIS function
  • MST GRC Team
  • MST SAP Security Team
  • Program Mercury SAP Security Team
  • MST or Program Mercury Functional Teams HR, SDA
  • MST Environments Team
  • The tool used for access request and ticket management is ServiceNow
  • Responsible for the user access request fulfilment activities relating to Program Mercury, and MST across all environments, on behalf of MST Environment Management.
  • Ensure SR’s flow through their defined phases and teams
  • Execute access requests related to AD groups
  • Support incident management
  • Coordinate group chat sessions and / or conference calls to assist with troubleshooting
  • Manage information and create support documentation for environment management processes
  • Manage ticket queues to ensure SLAs are met
  • Determine when to escalate to management as opposed to following scripted procedures, depending on the seriousness of the anomaly
  • Contact GRC or Process Experts where SR represents a design change
  • Identify impact of Incidents and ensure they’re managed appropriately by the Support teams, escalating as necessary
  • What do we need from you?

  • Mandatory
  • oExcellent English language skills (verbal and written).

    oExcellent people skills.

    oBasic awareness of different cultures and working practices across the regions.

    oExperience in working as part of a diverse and geographically dispersed team.

    oProactive abilities to minimize incidents on the environments and understanding of short and long term environment strategy

    oExperience working in an Operational environment.

    oTroubleshooting on applications, OS and DB

  • Optional
  • oGood understanding of role based security and authorization models

    oMedium level of experience on security and authorization administration technologies (OIM, AD, GRC) supporting SAP environments

    oKnowledge on Active Directory

    oNetwork Knowledge and Storage like NAS and SAN

  • Flexibility and ability to work virtually across global time zones
  • 2 year College minimum in related technology field (Computer, Engineering, Science, etc..) or comparable job experience
  • 3 years experience in an Operational / Service Management role.
  • 2 years of proven experience and success in security and support administration related area.
  • 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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