Change Analyst

Program Mercury

Job Title: Change Analyst

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.

Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

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 directly supports the efforts of several transformation initiatives across the Firm by streamlining the application portfolio, reducing operating costs and providing a platform to deliver services more efficiently.

As an organization jointly owned by the business and IT, the MST is a centralized and global organization which provides operational support for the delivered Mercury solution and manage and support the Mercury user community. The MST plays an integral role in governance of the Mercury solution and the global template from both a business and IT perspective and evolves to work closely with the business in enabling the benefit and value to be realized from the investment in Program Mercury and to set the future direction and technology road map to support EY.

Job Summary

The Change Analyst is responsible for performing Change Management daily, weekly & ad hoc operational tasks to support Program Mercury. The Change Analyst will analyze and assess RFCs to ensure compliance with established processes and change quality standards.

The Change Analyst is also responsible for ensuring necessary approvals are in place before RFCs and Releases commence. They will also work closely with the Release and Environment Teams in the evaluation of RFCs and ensuring all required documentation and information are entered into the change ticket.

Key responsibilities

• Assist the Technical Change, Environment and Release Managers with the preparation of of RRB agendas
• Review weekly Pre-CAB RFCs to identify potential change conflicts
• Ensure RFCs flow through their defined phases by liaising with the requesting, planning & implementing teams
• Assess RFCs to ensure the appropriate level of planning, testing, validation and communication has been performed
• Performing proactive checks and balances to identify compliance anomalies
• Analyze reporting to identify trends and target areas for improvement
• Identify additional reporting needs to gain efficiencies and promote automation
• Perform low level Post Implementation Reviews (PIRs) for failed or Emergency changes
• Contribute input and feedback towards engineering the Change and Release processes for deployment and subsequent process improvements
• Look for opportunities to integrate ITIL best practices into the existing Change and Release Management processes
• Monitor and maintain change records in the ITSM Service Management tool to comply with SLAs/KPIs and EY Change Management processes
• Maintain Change Management process documentation

Knowledge and Skills Requirements:

• Excellent people skills
• Basic awareness of different cultures and working practices across the regions
• Familiarity with the Software Development Lifecycle
• A comprehensive knowledge of the Information Technology Infrastructure Library (ITIL) processes in general and Change Management in particular with an eye to progressive levels of certification as required. Proven experience to leverage and interpret the ITIL process in enhancing current business process and procedures
• Solid advanced interpersonal skills to engage, as a thought leader, senior executives of the firm, in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to connect colleagues, challenge insightfully to improve processes and propose credible options
• Well defined consultative skills to conduct effective questioning, home in on key issues to formulate ideas and materials as well as present those ideas clearly and concisely to all levels of the organization including senior and/or executive management
• Advanced oral, presentation and written communication skills in the English language. Exhibits the ability to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across all levels of the organization.
• Has an active learning acumen about the application/infrastructure delivery and related operations organizations to engage team members in issues resolution with confidence and credibility
• Strong analytical and problem-solving ability to escalate and negotiate complex and conflicting issues in IT technical investigations, handle multiple and shifting priorities across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.
• Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint. Strong skills in knowledge sharing tools such as SharePoint
• Willing to work in rotational shifts and during weekends

To qualify for the role you must have

• Good understanding of the ITIL Change, Release and Configuration processes
• Good knowledge of Service Management tools and, more specifically Change Management tools
• Experience in working as part of a diverse and geographically dispersed team
• Experience working in an operational environment

Ideally, you’ll also have

• Supervisory skills or project experience
• Minimum of ITIL Change Management practitioner certification or equivalent experience

What we look for

Due to the geographical dispersion, this role requires the ability to think quickly and make sounds decisions without constant supervision.

What we offer

As part of this role, you'll work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a significant impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be accepted for who you are and empowered to use your voice to help others find theirs.