Service and Product Deployment & Reviews Analyst

Job description

Job Summary:

The Service and Product Deployment & Reviews (SPDR) Analyst reporting into the SPDR Manager or Supervising Associate – SPDR Analyst within Service and Product Introduction Management (SPIM) is a member of the core function within SPIM and responsible for ensuring that all requirements to successfully structure, develop, publish and communicate Enterprise Workplace Technology (EWT) services or products are completed on time as per defined service and product introduction guidelines.  They may also function as an enabling function for services or products proposed by other EY Technology functions.  They are responsible for understanding the definition and requirements for, and associated roles within, Service and Product Deployment.  They are responsible for supporting a service and product mindset in the organization inclusive of understanding of roles & requirements for Service and Product Deployment from pre-intake to retirement.  They will operate and improve the deployment process and roles & responsibilities to ensure compliance and will escalate as appropriate to resolve compliance issues.  They will support the SPDR Managers or Supervising Associate – SPDR Analyst by engaging with their counterparts in EWT inclusive of EWT domains and ESM. They will maintain the service or product pipeline with information from Service Owners or Product Managers so that SPDR can ensure that it’s coordinated, planned, and communicated accordingly.  They will support that services or products are introduced, documenting and escalating bugs identified to successful repair.  They will ensure identified risks are known, and contribute to validation that ongoing service or product delivery is meeting customer expectations as agreed to and at the top quartile cost performance.  They will participate in Service or Product Design, Transition Execution & Environment Assurance Services, Service Level Management, Service or Product Catalog Management, and Service or Product Operations activities to maintain a constant understanding of what is being delivered and help drive compliance to associated processes. 

Essential Functions of the Job:

·  Supporting the service or product mindset within the organization via strong understanding of the Service or Product definition and Service Owner or Product Manager roles & responsibilities.  This includes socializing other roles & responsibilities associated with delivering or operating a service or product when possible.
·  Completes the function of Service or Product Deployment from pre-intake to retirement, as well as validating service or product expectations based on Service or Product Catalog entries – pricing and service level management.  This includes documenting of requirements and writing user stories for new services or products, service offerings, configuration options and/or additional request fulfillment flows.
·  Increasing awareness of the services or products delivered or to be delivered by the EWT organization (and other functions) and ensuring that they are included in roadmaps so that they can be scheduled appropriately to avoid conflict and risk
·  Carrying out, or ensuring completion of, deployment tasks successfully so that services or products and service offerings are delivered as per customer expectations; updates & communicates roadmaps
·  Supporting, and contributing content to, service or product reviews to ensure that services or products are meeting service levels and associated costs agreed to (via Service Level Management process)
·  Supporting, and contributing content to, service reviews to ensure that ownership for improvements is defined and tracked to get the service or product in compliance.
·  Raising any suspected risks to SPDR managers or Supervising Associate – SPDR Analyst to ensure service risks are documented and rated as per Risk process and policy.
·  Raising improvement items to SPDR Managers or Supervising Associate – SPDR Analyst to ensure improvements are driven for Services or Products to meet agreed upon service levels and costs (as identified via Service Reviews).
·  Providing input and feedback into the Service Catalog design and Service Catalog Management process.
·  Providing input and feedback into the Service Level Management process and tooling to support process.
·  Providing input into Transition Execution & Environment Assurance Services process to ensure deployment of a service or product that will meet customer requirements for both performance and cost; builds requirements into Service or Product deployment process
·  Executing on continuous improvements to streamline Service or Product deployment processes and procedures for optimal effectiveness; contributes improvement ideas
·  Contributing to the capture and review of Key Performance Indicators (KPI), Critical Success Factors (CSFs) and the related scorecards to validate business objectives and perform trend analysis to drive servicing and continuous improvements or variances as noted.
·  Contributing to relevant service or product benchmarking, productivity and analysis reporting. 
·  Shares best practices within the team and peers in the implementation of best practices to promote continuous improvement and cross unit consistencies between IT departments and the group’s services overall.

Analytical/Decision Making Responsibilities:

 

·  Ability to analyze and manage multiple competing priorities
·  Ability to contribute to understand long-term Service and Product Deployment & Reviews visions and translate into actionable roadmaps and individual activities
·  Contributes to the creation of relevant and meaningful process, concepts, re-usable assets and other deliverables that enables the overall business thus driving better performance

Knowledge and Skills Requirements:

General:

·  Project managing in the service or arena in a customer facing role.
·  Project managing in the service or arena in a customer facing role.
·  Managing professional relationships with stakeholders.
·  Understanding and applying the service or product management framework in a complex environment
·  Subject Matter Resource on all activities related to Service and Product Deployment from pre-intake to service retirement
·  Tolerant of multiple concurrent change initiatives.
·  Facilitate issue resolution by escalating complex situations at high level as well as at the detailed concepts while not losing focus on eventual root cause analysis.
·  Strong analytical skills & strong collaborative skills
·  Strong verbal and written communication skills
·  Attention to detail and strong organizational skills
·  Ability to manage tasks in a fast-paced environment
·  Ability to work effectively with stakeholders and team members across multiple geographies
·  Good relationship building, facilitation and influencing skills
·  Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change

 

Domain Specific (required dependent on specific role):

·  Excellent  knowledge of business process, capability design and vendor service governance / management
·  Understanding Six Sigma, ITIL and other methodologies to drive process improvements and maintain service efficiencies.
·  Significant experience in IAASSAASAAAS services  
·  Excellent knowledge of infrastructure technologies, standards and processes
·  Excellent knowledge of application technologies, standards and processes

Supervision Responsibilities:

·  Prioritizes deadlines and self manages work to achieve goals
·  Monitors goals and assesses personal performance
·  Strong influencing skills are required to work with other departments and encourage effective feedback for self with stakeholders beyond the SIM group
·  Receives general direction

Other Requirements:

·  Regular international and domestic travel. Reasonable extension of the working day should be expected commensurate with the needs to fulfil the obligations of the role

Job Requirements:

Education:

Required

·  BS/BA in Computer Science, MIS, IT or equivalent work related experience.

Preferred

·  ITIL v3 Foundations certification.

Experience:

·  5+ years of operational management experience.
·  Participation in a team with resources in multiple geographies.