Change Management - Supervising Associate

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. 

Job Description

Change Management Analyst

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. 

Rank: Supervising Associate

Reports to: Change Management Lead

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fuelled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The opportunity

EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government-like entities.

The Change Analyst role is aligned to the specific element(s) of the Information Technology Infrastructure Library (ITIL) framework to provide a review of the day-to-day execution of Change Management process and procedures.  These key ITIL elements are, Change Request    logging, prioritization, execution and review along with CMDB maintenance activities.  Additional responsibilities may include the ability to query in the Service Management tool and providing updates to process oversight information in the tool.  The role’s activities are aligned to the Change Specialist who provides a more strategic vision and guidance to Change processes and performance trends based on the initial formal analysis done by this role. The role is an individual contributor and is generally managed by the Change Management Specialist. 

Key responsibilities

• Execute on the daily operational and analytical activities associated with Change process by selecting and utilizing the  procedures aligned to ITIL
• Reviews and assesses Requests for Change (RFC) for quality and completeness.   Works with change requestors from all levels within the business to support them through the change process.  Approves or refers changes for approval by the IT’s Change Manager and/or the Change Advisory Board Reviews for approval requests for Configuration changes to the Configuration Management Database (CMDB) to align the approved changes within the current IT environment or services.  Provides analysis of changes requested to Configurations team and provides recommendations on alignment and modifications based on ITIL knowledge and acknowledged best practices.
• Compiles data and information for service reviews, active investigations, post-implementation reviews, among other activities in support of the Change Specialist.
• Reviews data and related information aligned to Change process for consistency and continued application.  Leverages and shares acquired knowledge for other IT processes undergoing the ITIL process examination
• Utilizes data from Service Management tools to query, review, and update/maintain the quality assurance and accuracy the tool’s data against current results.
• Provide support and recommendations on adherence to Change process across levels of the IT organization by leveraging knowledge of   Change process standards and applying same to current.
• Resource should be willing to work in24/7 shifts 

Skills and attributes for success

This individual should possess a combination of technical skills, analytical abilities, and leadership attributes

To qualify for the role you must have

• Working knowledge about the core components aligned to ITIL process in general and Change Management in particular being reviewed or changes proposed.
• Solid understanding of the Critical Success Factors (CSF) and KPIs aligned to Change process to effectively analyze the process, review related procedures and standards in input/output of data.
• Solid analytical abilities to effectively compare data elements against these control metrics using standards such as ITIL and other guidelines for  Change processes 
• Ability to handle multiple and shifting assigned priorities to provide research results and solutions that are timely, supportive and accurate.
• Solid interpersonal skills to engage in cross business/team discussions within a matrixed, geographically dispersed organization and to formulate, as required, credible  ideas or insightfully challenge proposed options
• Well defined communication skills , both oral and written in the English language, to summarize key issues and findings,  to formulate supportive ideas and materials as well as present findings and ideas clearly and concisely to a variety of levels of the organization
• Detailed knowledge of the Change Management and other Information Technology Infrastructure Library (ITIL) processes with an eye to progressive levels of certification as required. Has the ability to leverage standard ITIL process directives in reviewing current process and procedures and improving and supporting the process execution. 
• Basic to Intermediate skills in Microsoft Office products, predominantly Excel, Visio and PowerPoint. 
• Working knowledge of collaboration tools designed for sharing knowledge and information such as Service Management Knowledge System, SharePoint and Yammer
• Basic understanding of the industry standard for Change Management .and how it integrates, enhances and enables the ESM processes.

Ideally, you’ll also have

• Excellent English language skills (verbal and written),
• Excellent communication, collaboration and basic project management skills
• Good presentation skills with ability to present material clearly and concisely
• Excellent awareness of different cultures and working practices across the regions
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams

What we look for

• A degree in computer science / related disciplines or equivalent work experience
• ability to determine when it is appropriate to escalate to management based on the criticality and business driver of the anomaly
• basic analytical acumen to understand the relevance of KPIs and other processing metrics
• Approximately 5+ years’ experience in a technology operations role and at least 2 years in Change management. 
• Able to exhibit a progression of increasingly complex analytics during the period. 
• TIL v3 or v4 Foundations training, or higher level of ITIL Certification  as may be required

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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