Problem Management

Problem Management Analyst

Location : India

Rank: Supervising Associate

Reports to : Problem 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.

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 Problem 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 Problem management process and procedures. As a result, the role requires an advanced working knowledge and formal certification in the Information Technology Infrastructure Library (ITIL) framework as part of the role s mandate to be knowledgeable in the best practices for examining IT processes by effectively utilizing the framework s review standards and procedures. The role requires a working knowledge of Service Management tools as part of capturing the results of day-to-day activities in review and documenting related changes to same. The role s activities are aligned to the Problem Specialist who provides a more strategic vision and guidance to Problem 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 Problem Management Specialist.

Key responsibilities

• The Problem Management analyst is responsible for overall Problem management process and managing the deliverables along with Problem Managers, and are responsible for managing the life cycle of all problems. This includes proactive identifying of trends and potential problems to prevent incident from occurring and to minimize the impact of incidents that cannot be prevented.
• You should be hands on using Microsoft Office tools, Microsoft PowerBI as well as experience using the ServiceNow application as all three of these tools are highly important to the overall execution of the job function
• Self-initiative is a key component to success within this job function and a dream for independent development and strategic career growth is needed
• You will not only ensure that operational improvements can occur in an efficient manner but will also impact the management of processes. With these key components of the role, and metrics associated with both the processes this team works with, as well as the global initiatives this team endeavors to complete.
• Flexible work schedule may be required including willingness to work on shifts that will extend up to 11 PM and as the project demands beyond.
• Provide problem, project tracking, informational analysis, and administrative support to the team where required
• Collaborate with partners/clients to improvise integrated reporting and dashboard tools that enables effective management and decision-making
• Build custom reports and data collections across multiple platforms and services
• Craft and support weekly metrics, reports for management reviews and presentations
• Data handling within custom database and generate reports as required
• Maintains effective working relationships with IT and other key partners
• Social support between multiple Service Assurance teams for tracking and project overviews
• Perform ad-hoc jobs and work as necessary
• Provide recommendations for process development, monitoring reports and performance measurements
• Demonstrates analytical and systematic approach to problem solving
• Ability to absorb rapidly new technical information and apply it effectively
• Excellent judgment, tact, and decision-making ability
• Determine recommendations and actions to effect process improvements across the environment

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 Incident and Problem Management processes
• Good understanding of Change, Configuration and Availability processes
• The ability to work and team effectively with clients and other management personnel
• A basic level of managerial competence
• Excellent English language skills (verbal and written)
• Excellent people 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
• Proven experience working in an Operational environment
• Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint
• Coordination skills: managing (complex) IT technical investigations
• Strong analytical and problem-solving ability
• Experience working in a Global environment
• Good knowledge of IT Services functions and their responsibilities

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

• A degree in computer science / related disciplines or equivalent work experience
• 5+ years of proven experience and success in Problem management and Incident management
• TIL v3 or v4 Foundations training, or higher level of ITIL Certification

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.

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