Service Management Analyst (HAT ID: 2994)
Ernst & Young Global Limited
hace 1 día

The Service Management Analyst provides analysts aligned to business management activities such as project management, staffing, audit and compliance and financial monitoring measures within Architecture & Solutions Engineering Team in Compute Services (CT).

The role provides for the financial activities of the team such as reporting on the yearly budget for the group, compiling data for monthly projections against plan as well as other budgetary components of the team’s global or location specific financial agenda.

The role compiles and analyses data that measures the team’s activities in adherence to required service mandates such as the agreed Service Level Agreements (SLA) for services.

The role performs other high level analytics that identifies the possible disparity between the Cloud Services team’s activities and vendor contracts, SLA mandates and other provider obligations.

The role coordinates and compiles reporting on the business requirements of assigned directives in Information Technology (IT) with IT architects, technology engineers, specialists, and external service providers.

The role provides detailed reporting on assigned technical plans and roadmaps’ by tracking the team’s progress in the aligned timeline of short term and long term goals and other business activities being monitored for progress.

The role coordinates the compilation of data into viable management reports to be used in quarterly business reviews (QBR) and, as needed, monthly business reviews (MBR) with vendors, business sponsors, and IT partners.

The role is assigned specific activities to support the team’s audit, regulatory and governance mandates and can identify and create reporting that measures adherence to EY and IT directives for such compliance and risk management directives.

The role provides management reporting on Architecture & Solutions Engineering Team staffing such as the existence of a valid job description and current staff levels based on planning within a location strategy.

The role is able to perform advanced formal metrics analytics and leads aspects of knowledge sharing that is produced by and for IT teams.

The role is required to take a proactive view to maintaining knowledge of Architecture & Solutions Engineering Team and its remit and to coach and mentor others in same.

The role is an individual contributor and is generally guided by the Service Manager in Architecture & Solutions Engineering Team in CT.

What are you going to do?

  • Provides metrics and other high level reporting and coordination activities for Architecture & Solutions Engineering Team to improve, refine and guide the quality and financial management processes as part of the service management directives of the team.
  • oProvides formal reporting and analytics of all automation and general process improvement directives and monitors agreed project’s time line, deliverables and other requirements to support the department and its objectives.

    oCreates, analyses and distributes Cloud Services analytics to assess such mandates as overall adherence to Operational Level Agreements (OLA) as well as Service Level Agreements (SLA) as a measure of service standards against business and efficiency directives.

    oCompiles data and reports findings against agreed QBRs and MBRs with aligned vendors, business sponsors and collaborating teams across IT to monitor measures to maintain operational readiness for IT, escalate variances as well as review progress against agreed deliverables.

    oCreates, analyses and distributes formal reporting on procurements for supplier services and technical assets as part of Cloud Services internal and external procurement processes and directives as aging, cost efficiency, and inventory.

    oCreates, analyses and distributes data for financial projections and reporting utilizing agreed Key Performance Indicators (KPI) and other analytical elements to report and identify possible variances requiring attention.

    Compiles the formal inventory of all costing against the annual budget such as the aligned cost drivers or cost of services to consumption drivers and other financials for escalation or adjustment.

    oParticipates as assigned in the audit, regulatory and governance reporting activities for the team as part of management’s need to maintain adherence to EY and IT directives for compliance and risk management.

    Identifies and escalates possible patterns in audit findings, trends and other variances to compliance directives that will streamline, strengthen and automate processes and / or procedures.

    oMaintains a formal knowledge management process including the upkeep and maintenance of a unified knowledge repository utilizing shared EY communication resources including SharePoint.

    What do we need from you?

  • The role requires a strong analytical acumen and solution orientation appropriate to the role to understand the nuances of Architecture & Solutions Engineering Team deployed across geographic regions as well as to identify and escalate variances and trends within the directives of the role’s reporting remit.
  • The role is expected to make sound decisions on assigned and related activities.The role needs to drive the priority and time management of their own efforts to provide reporting and communicate results and document findings for management and to guide others as requested in support of same.

  • Maintains interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence.
  • Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills.

  • Projects strong consultative skill to conduct effective questioning , hone in on key directives to formulate reporting and other materials as well as present those ideas clearly and concisely so that they can be utilized by multiple levels of the organization including senior and / or executive management
  • Maintains a proactive and solid knowledge ofIT service pricing, business case development, and account management for the assigned business as well as the overall IT processes and operating environment to identify possible improvement opportunities in the services provided to IT by the aligned vendors or internal operating of Architecture & Solutions Engineering Team.
  • Manifests strong analytical and problem solving abilities to review all assigned issues, handle multiple and shifting priorities across a broad spectrum of operating environments and provide reporting and other solutions that are both efficient and effective for IT continuity management.
  • Maintains a solid knowledge of effective vendor and supplier management disciplines as appropriate and aligned to procurement and other services in use by the business unit to work independently and to guide others as requested.
  • Manifests a strong financial understanding of IT Services budgets and cost elements with the ability to provide aspects of market or competitor analysis and business domain or operations analytics.
  • Proactively maintains a continuous and broad understanding of EY’s business, the interconnectivity the assigned business unit has to the firm’s overall operating model and well as the risk and compliance directives and regulations governing same.
  • Identifies or escalates for action the appropriate services and solutions as part of knowledge sharing and platform and services positioning.

  • Manage work assignments by using the proper time and project management disciplines across a diverse culture and multiple time zones.
  • Supports management in resolving team conflicts, coaching and guiding peers and the control or implementation of difficult decisions.

  • The role is an individual contributor and is generally guided by the Architecture & Solutions Engineering Team in CT.
  • The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues and can require some travel to support change, planned project activities or global team meetings.
  • College degree in related technology field (Computer, Engineering, Science, etc.) Financial Management or comparable job experiences
  • Approximately 3 to 5 years of experience in an IT Infrastructure and / or IT Management role with a specific knowledge of Cloud technologies.
  • Able to exhibit a progression of increasingly complex job responsibilities during the period inclusive of project and service management skills and service remediation techniques and planning.

    Additionally may require familiarity or experience in :

  • IT service delivery, direct business engagement, and multiple technology domains
  • Work with the ITIL methodology in the area of process engineering though the discipline may be sources from within the team
  • Work with IT services or technology product companies or as vendor manager or procurement manager
  • None of note though project management and ITIL Foundational certification is recommended or may be obtained upon hire.
  • 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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