MST ServiceNow Coordinator

Job description

IT SERVICE MANAGEMENT (ITSM) ANALYST

 

EY TECHNOLOGY:

Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day. Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients. Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.

 

ABOUT THE MERCURY SUPPORT TEAM (MST)

As an organization jointly owned by the business and IT, the MST is a centralized and global organization which will provide operational support for the delivered Mercury solution and manage and support the Mercury user community. The MST will play an integral role in governance of the Mercury solution and the global template from both a business and IT perspective and will evolve to work closely with the business in enabling the benefit and value to be realized from the investment in Program Mercury.

THE OPPORTUNITY

The ITSM Analyst is responsible for performing ITSM daily, weekly & ad hoc operational tasks to support Program Mercury. The ITSM Analyst will work closely with the Service Owners, other Service Management teams and Vendors to analyze and assess Incident tickets and daily, weekly, monthly reporting to ensure compliance with established processes and Incident quality standards.

The ITSM Analyst is also responsible for creating daily, weekly and monthly Incident, Problem, Change and Vendor reports.

YOUR KEY RESPONSIBILITIES

Responsible for the Incident activities and enforcement of MST policies and processes including:

·  Establish performance measures and build analysis and monitoring procedures enabling the identification and implementation of performance-based improvements

·  Analyze reporting to identify trends and target areas for improvement

·  Performing proactive checks and balances to identify compliance anomalies

·  Identify additional needs to gain efficiencies and promote automation

·  Create and maintain ITSM reporting

·  Assist Service Operations with low level Post Incident Reviews (PIRs)

·  Assist with monthly Service Reviews

·  Contribute input and feedback towards continuous improvement of the IT Service Management (ITSM) processes

·  Look for opportunities to integrate ITIL best practices into the existing IT Service Management (ITSM) processes

·  Maintain IT Service Management (ITSM) process documentation

SKILLS AND ATTRIBUTES FOR SUCCESS

·  Excellent English language skills (verbal and written)

·  Excellent people skills

·  Knowledge of ITSM Management tools

·  Experience in working as part of a diverse and geographically dispersed team

·  Experience working in an operational environment

·  Flexibility and ability to work virtually across global time zones

TO QUALIFY FOR THE ROLE, YOU MUST HAVE

·  2 years of experience in IT Service Management

·  2 years of proven experience and success in an ITSM Analyst role

·  ITIL v3 or v4 Foundation certification

·  ServiceNow experience

·  Microsoft Office with a focus on EXCEL

·  Proven understanding of the ITIL processes with a focus on Incident Management

·  College degree in a related technology field (Computer, Engineering, Science, etc..) or comparable job experience

IDEALLY, YOU’LL ALSO HAVE

·  Power BI experience

·  Data Analytics experience

WHAT WORKING AT EY OFFERS

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

·  Support, coaching and feedback from some of the most engaging colleagues around

·  Opportunities to develop new skills and progress your career

·  The freedom and flexibility to handle your role in a way that’s right for you

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

 

ABOUT EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities andcreativefreedom to make things better.Whenever you join, however long you stay, theexceptionalEY experience lasts a lifetime.