Quality Management

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.

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. Fueled 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.

Quality Management is a sub-function under Enterprise Technology - Service Management which deploys a customized Quality Management framework across the IT Service. The objective of the function is to enhance the quality of the IT Services and the subsequent business outcomes for EY, with a scalable capacity to support changes in EY technology requirements

Your key responsibilities

• Perform ticket assessments and audits for various processes (Incident Management, Problem Management and Change) based on agreed criteria which may be revised periodically and for various teams
• Generate and send reports to relevant stakeholders for the assessments and engagements they are engaged in
• Follow-up with observations by the QA&I teams with regards to Service Management to ensure closure of each identified items in time
• Design and develop audit and assessment framework, engagement mechanism and methodology whenever new requirements come up.
• Work with stakeholders to perform periodic reviews of the effectiveness of audits and the assessment of ITSM process to identify improvements

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

• Detailed knowledge of the ITIL processes and best practices
• Audit skills on ITSM processes
• Excellent understanding of Quality standards and frameworks and tools like ISO 2001, Six Sigma, 7 QC tools etc
• Working knowledge of ServiceNow or similar ITSM tools
• Over 3 years of experience in IT support services, with significant experience in IT support services supporting quality assurance and audit activities
• Good knowledge of IT Services functions and their responsibilities and strong analytical and problem-solving ability
• The ability to work and team effectively with business, management personnel, and diverse and geographically dispersed teams
• Basic reporting skills
• Possess innovative mindset by being open to new ideas and works comfortably with global teams

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

• Bachelors degree in Computer Science, Statistics, or a related field.
• Internal Auditor or any other relevant certification is preferred
• ITIL v3 or v4 Foundation training, or higher level of ITIL Certification as may be required and other quality standards or frameworks certification is preferred.
• Knowledge on PowerBI , Power Automate, MS Office , is an added advantage

What we offer

As part of this role, youll 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.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.