Your key responsibilities

• Analyze current processes, procedures and system functionality, and other manual processes with the goal of achieving more effective operational services and accuracy while assessing appropriate risk management controls.
• Lead the development of internal standards for operational communications, procedures, and automated workflows including managing requests, scope planning, decision making, testing, issues tracking, and maintain a library of procedures, archive of communications, and documented workflow designs
• Partner with various internal and partner teams to collaborate, discuss, conceptualize, and implement process improvements which includes actively researching and troubleshooting complex operational issues and offering recommendations to management.
• Prepare end user procedures, instructions, or training materials for effectiveness in relation to process improvements through collaboration, evaluation, recommendations, and communication processes.
• Develop and coordinate process improvements with a focus on process automation and design using Microsoft Automate and PowerApps. 
• Support IAM Services customer facing resources including all procedures, policies, forms, references, links, pages, resources, announcements, and more 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
• Complete other activities as assigned.

Skills and attributes for success

• Maintains strong interpersonal skills to engage with peers and others in the firm 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 strong oral and written English communication skills.
• Projects strong consultative skill to conduct effective questioning, hone in on key directives to formulate ideas and materials as well as present those ideas clearly and concisely to all levels of management within Identity & Access Management Services (IAMS) and others within the broader EY organization.
• Maintains knowledge of services and applications with the assigned IAM processes and operating environment to recognize improvement opportunities and next generation solutions achievable through engineering.
• Maintains a strong analytical and problem-solving ability to identify and escalate complex and conflicting IAMS issues.
• Possesses a knowledge of collaboration tools designed for sharing knowledge and information such as Service Management Knowledge System, SharePoint, Microsoft Automate, Power Apps and Yammer.
• Conceptual knowledge of Identity and Access Management technologies to support proper recognition and potential impact of new product or service introductions and procedures.
• Experience with developing management reporting and process improvement action and automation.
• Strong analytical acumen and solution orientation to provide process improvement recommendations to teams and leaders in support of avoiding financial, operational, and security risks to EY and our customers.
• Proven ability to build and maintain strong relationships across all levels of a matrixed, geographically and culturally dispersed organization.
• Solid knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident, Problem, and Change processes as necessary.
• Advanced oral and written English communication skills.

To qualify for the role you must have

• Bachelor’s in Information Assurance, Computer Science, Information Systems or equivalent work experience.
• 5-7 years of practical experience in the field of IT, with 3+ years of experience in Service Management and process improvement design and implementation.
• Strong knowledge of the Information Technology Infrastructure Library (ITIL) to drive compliance in Incident, Problem, and Change processes as necessary.
• Excellent oral and written communication skills.
• Experience with capturing and developing business requirements and translating into IT communications, training and procedures.
• Experience in building out dashboards and/or metrics in PowerBI
• Knowledge of automation tool such as Microsoft Automate and PowerApps.

Ideally, you’ll also have

• Information Technology Infrastructure Library (ITIL) v3 or v4 Foundation certification or equivalent.
• The ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced and highly challenging environment.
• Demonstrated knowledge of SharePoint 0365 Modern SharePoint design, PowerApp, and Microsoft Automate.