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EY IAM Service Management Specialist in Jefferson City, Missouri

IAM Service Management Specialist

Core Business Services

Requisition # UNI00GFT

Post Date Feb 09, 2021

EY Technology:

Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day. Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients. Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.

EY Technology supports our technology needs through three business units:

Client Technology (CT) - focuses on developing new technology services for our clients. It enables EY toidentify new technology-based opportunities faster, and pursue those opportunities more rapidly.

Enterprise Technology (ET) – ET supports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. ET will also support our internal technology needs by focusing on a better user experience.

Information Security (Info Sec) - Info Sec prevents, detects, responds and mitigates cyber-risk, protecting EY and client data, and our information management systems.

The opportunity

The Identity and Access Management (IAM) Service Management Specialist will support the implementation of an end-to-end service management framework and processes to enhance the delivery of IAM services to the rest of the business. This will include creating a structure for all IAM services including publication, intake, metrics, customer feedback, reporting, and lifecycle management. You will, work with service owners to define, document, and socialize our services and the value provided to our customers and the firm.

Your key responsibilities

  • Support the development of IAM service management processes to ensure that all services/products are delivered according to agreed upon targets.

  • Aid in the identification of Service Requirements for any new or existing services to be placed in the IT Service Catalog.

  • Leverage Service Definition documents to build out Service Catalog entries for new and existing services.

  • Ensure the accuracy of the information within the IT Service Catalog as well as its consistency with the information across the Service Portfolio.

  • Work with the Service, Platform and Product managers to create, update, and maintain the IT Service Catalog.

  • Support the management of the CMDB and reporting of all CI exceptions and data discrepancies

  • Coordinate the evaluation, deployment, and management of current and future service management efforts

  • Contribute to short term and long term strategic road maps for IAM service management and ensure goals and initiatives are aligned with the IAM mission, vision and objectives.

  • Translate business needs to service offering requirements.

  • Position the IAM organization to embrace and support emerging customer service driven needs.

  • Collaborate with IAM teams to review existing processes, capture operational challenges, and develop business requirements for improvement.

Skills and attributes for success

  • Strong interpersonal, communication, consultative, and people management skills.

  • Ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced and highly challenging environment.

  • Ability to effectively work with customers and management personnel on all levels, business areas and across cultures.

  • Fluent in spoken and written English.

To qualify for the role you must have

  • Bachelor’s or Master’s degree in Information Assurance, Computer Science, Information Systems or related field of study.

  • 10+ years of practical experience in the field of IT, with 5+ years of experience in Service Management.

  • ITIL 4 Foundation Certification

  • Experience establishing pragmatic customer service management frameworks in new environments.

  • Working knowledge of ITIL processes, particularly Request, Problem, Incident and Change Management, how they interrelate, and how they can be adopted successfully.

  • Experience performing business analysis, business services and implementation and providing recommendations for catalog improvements.

  • Excellent oral and written communication skills. Must be able to explain complex technical issues in a way that non-technical people can understand. Must be able to explain customer needs and priorities in a way that technical people can understand.

  • Experience with capturing and developing business requirements and translating into IT specifications.

  • Familiarity building out dashboards and/or metrics.

Ideally, you’ll also have

  • ITIL Foundation certification or equivalent.

  • The ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced and highly challenging environment.

  • General knowledge of identity and access management concepts and services.

What we look for

  • The ability to work with a high degree of independence.

  • Able to build strong relationships with people at all levels of the organization.

  • Able to foster inclusiveness and participation from all team members.

What working at EY offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

  • Support, coaching and feedback from some of the most engaging colleagues around

  • Opportunities to develop new skills and progress your career

  • The freedom and flexibility to handle your role in a way that’s right for you

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better.Whenever you join, however long you stay, theexceptionalEY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world.

Apply now.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.