Job
Description
At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. Service Desk Technology Intake Specialist The Intake Lead supports readiness requirements to design and deliver support solutions which provide for successful business outcomes. The role is primarily focused on new technologies and services being implemented by Service Delivery through the Transition and Deployment Management process. The role drives the coordination of new release strategy and deployment activities across various teams to assure appropriate knowledge transfer and training for operational readiness and the Early Life Support (ELS) team to agree and execute appropriate implementation strategies to maintain production stability. An Intake Lead needs to add value to the project through consultation on support requirements, lead times as well as promotion of best practices, procedures and policies. Where necessary, identifies and allocates required resources, coordinating their activities seamlessly to ensure operational readiness on behalf of L1 Operations teams. Your Key Roles & Responsibilities: Analyze support requirements in order to design and deliver support solutions which provide for successful business outcomes. Using data and analytics tools to forecast customer and support impact for new projects Clarifying scope of support required and knowledge transfer strategy. Clarifying timelines, impacted population and accurately tracking to ensure any changes are communicated to stakeholders. Provide consultation to project teams towards efficient and effective support models which maximize customer satisfaction, leveraging industry best practices such as PMI, ITIL and Six Sigma. Provide project management and change management capability on behalf of the L1 organization. Identify L1 resources required to support successful delivery and develop a resource plan Tracking the overall progress of L1 activities. Clarify scope and manage conflicting priorities. Provide clear, concise and regular communications to update Global Service Desk stakeholders on project requirements, status of deliverables and risks or challenges Ensure Operational Readiness for Global Service Desk (L1) teams to support new products and services. Skills And Attributes For Success The role requires a degree of analytical skills to understand or define the relevance of processing metrics such as Key Performance Indicators (KPIs), Critical Success Factors (CSF’s) and others to analyze or guide discussions on success and effectiveness of complex IT process implementations as well as to review processes against PMI, ITIL or internal processing standards to direct appropriate reporting and other actions to review or effect change. The role needs to drive the priority and time management of their own efforts to support assigned activities and communicate results and findings to end users and management as necessary. Possess the skills to manage multiple initiatives and work streams with minimal supervision. Excellent administration skills. Effective questioning to break down complex matters into core issues, formulate appropriate ideas and materials. Possesses analytical and problem-solving abilities to effectively analyze complex and conflicting issues in system and process development initiatives, deliver on multiple and shifting priorities and develop appropriate solutions that are operationally feasible in supporting DST and L1 objectives and delivering services to customers. Possesses a strong working knowledge of Information Technology Infrastructure Library (ITIL) to recognize appropriate reporting features and functions in various IT Service processes. Looks to progress levels of certification as required or to suggest alternatives to standards as appropriate. Possesses a strong knowledge of collaboration tools designed for sharing knowledge and information such as Service Management Knowledge System, SharePoint and Yammer (Viva Engage). Demonstrated capabilities to plan as well as assist others in the creation, monitoring and execution of project plans. Adheres to the aligned DST project management framework in execution of same. Possesses a basic knowledge of vendor management core functions to recognize operational impact of service and business management initiatives and to manage vendor support for development of same. Maintains a continuous knowledge of the assigned businesses’ end-to-end processes and operating environment to support proper recognition of issues aligned to EY Technology goals and objectives and to support improvement opportunities. To qualify for the role, you must have Education: Bachelor’s or master’s degree in related discipline, or equivalent work experience or equivalent job experience. Experience: Minimum 3- 5 years’ experience. Strong project management, team development, strategic planning Additional requirements: Ability to work effectively with clients and other management personnel across multiple geographies and to bring multi-disciplinary teams together Ability to lead projects, understand & integrate cultural differences/motives in order to manage cross-cultural/cross border teams Excellent English language skills (written and verbal) Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change Ability to deal efficiently with escalations and difficult situations/people under pressure Ability to thrive in a global organization is essential, balancing the needs of the customer against business initiatives and goals Ability to develop and build relationships and demonstrate confidence as you collaborate with colleagues across the firm to drive coordinated efforts Experience of working credibly with senior stakeholders Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or when escalating issues using advanced oral and written English communication skills Strong understanding of software development lifecycle and project management methodologies Able to exhibit a progression of increasingly complex analytics and ability to successfully lead and deliver complex IT projects during the period IT Service Management methodologies Certification (ITIL Foundation or higher) EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. Show more Show less
