Service and Process Specialist - Ey Global Delivery Services (Buenos Aires)

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  • Buenos Aires
  • Permanente
  • Tiempo completo
  • Hace 14 horas
IAM Service Manager and Process Support SpecialistToday’s world is fueled by vast amounts of information. Data is more valuable than ever before. Protecting data and information systems is central to doing business, and everyone in EY Information Security has a critical role to play. Join a general team of over 950 people who collaborate to support the business of EY by protecting EY and client information assets! Our Information Security professionals enable EY to work securely and deliver secure products and services, as well as detect and quickly respond to security events as they happen. Together, the efforts of our dedicated team helps protect the EY brand and build client trust.The opportunityIdentity and Access Management (IAM) organization, a part of Information Security which, enables over 400,000 individuals across 140+ countries to access systems and information securely. As a member of the Identity and Access Management (IAM) team, the role will contribute towards the execution of an IAM roadmap that meets security requirements, including but not limited to security for, a complex Active Directory (AD) environment, hybrid cloud deployment, mobile computing, policy driven security, SSO, identity lifecycle management, and federation focusing on multiple protocols.We offer opportunities to develop new skills and progress your career receiving support, coaching and feedback from colleagues around the world. This role will give you an opportunity to work with some of the best talent in the industry!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

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