Job Description

At EY, we're all in to shape your future with confidence.
We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
Incident Management Process Analyst - Incident Management Team
Your key responsibilities

• Responsible for keeping the Incident Management process artefacts up to date
• Driving/contributing towards running operational cadence for process governance purpose
• Responsible for executing detailed Incident analysis and provide insights which roll up to ET leadership
• Managing communication framework for socializing process awareness within EY Technology
• Lead the automation initiatives within the team to eliminate waste from ET Critical Incident Management process and enable continual improvement through incident volume reduction.
• Contribute heavily to drive necessary Service Improvements to improve the Incident Management KPI performance
• Conduct training and process forum meetings to engage wide variety of Stakeholders about Incident Management process
• Create and maintain Knowledge articles to support Incident Management process
• Provide functional requirements for Incident and Critical Incident Management for ITSM tool transformation as required
• Provide thought leadership to design state of the art PowerBI dashboards to gain greater insights relating to Incident Management

Skills and attributes for success

• 10 - 12 years of experience in Service Management and IT industry
• Strong process knowledge in area of Service Management processes and Incident Management process in particular
• ITIL V3/V4 certification
• Process mapping and documentation skills
• Strong technical knowledge in area of Infrastructure Support (Both On-Prem and Cloud)
• Excellent Quality Management skills (Six Sigma Certification preferable)
• Ability to strongly collaborate with Problem Managers and technical support teams to facilitate quality RCA
• End to end functional knowledge of at least one of ITSM ticketing tools (Preferably ServiceNow)
• Ability to identify process improvement actions and assign ownership
• Excellent communication skills (Written and Verbal)
• Excellent presentation skills with ability to create good presentations for Senior Management
• Sound data analysis skills and having a keen eye for detail
• Strong collaborative skills
• Sound reporting knowledge with good hands-on experience in tools like PowerBI
• Ability to turnaround time sensitive deliverables within short timescales with acceptable quality

Supervision Responsibilities:

• Direct supervision provided by the respective leader; frequency on a weekly or as-needed basis
• Expected to act independently to deliver to schedule; support provided as required and requested, and is self-driven and motivated
• Coaches, mentors and supports less experienced team members

Other Requirements:

• Flexible work schedule may be required including willingness to work on shifts that will extend up to 11 PM and as the project demands beyond.

Job Requirements:
Education:

• A degree in Computer Science or a related discipline; or equivalent work experience

Experience:

• 10 to 12 years' experience in an Operational / Service Management role
• Six Sigma Certified
• 5 years of proven experience and success in an Incident Management and Service Request fulfilment

Certification Requirements:

• ITIL v3 or ITIL 4 Foundations training, or higher level of ITIL Certification

EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Skills Required