Service and Process Specialist - EY Global Delivery Services

We are seeking a Service and Process Specialist to join our EY Global Delivery Services team. As a member of our Identity and Access Management (IAM) team, you will contribute to the execution of an IAM roadmap that meets security requirements. The role will support various types of initiatives to redesign processes and tools critical to improve operational efficiencies and/or customer experience.

Requirements

• Analyze current processes, procedures and system functionality
• Develop internal standards for operational communications, procedures, and automated workflows
• Partner with internal and partner teams to collaborate, discuss, conceptualize, and implement process improvements
• Prepare end user procedures, instructions, or training materials for effectiveness
• Develop and coordinate process improvements with a focus on process automation and design
• Support IAM Services customer facing resources using SharePoint tools, PowerBI, and other support tools
• Develop process analysis and re-engineering to improve efficiency, lower costs and improve product quality
• Lead and facilitate the design and implementation of new/improved process models and organizational structures
• Train and guide resources in process improvement techniques
• Assist in development of new process capabilities
• Facilitates resolution of service anomalies
• Assists in the development and maintenance of service roadmap
• Handles any low-impact service issues
• Assists in continual service improvement efforts
• Acts as escalation point for operational issues or customer feedback
• Assists in the creation and design of the service and all related offerings and workflows
• Facilitates the creation of service artifacts (models, templates, ServiceNow playbook)
• Produces and monitors performance and KPI reports
• Ensures the appropriate outcomes are being produced
• Gauges the effect of service changes with quantitative and qualitative methods
• Monitors service consumption
• Assists in the identification of all elements required to restore the service(s) are known and in place in the event of an incident
• Manages consumer request fulfilment
• Maintains in-depth knowledge of the service
• Provides input into budget planning
• Collaborates with Service Owner to market and promote service to customers

Benefits

• Continuous learning
• Success as defined by you
• Transformative leadership
• Diverse and inclusive culture