Change Analyst - EY Global Delivery Services

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure.Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.The opportunityProgram Mercury is a large, multi-year, enterprise-wide process transformation that will replace more than 1400 EY business systems and related processes with an integrated, SAP centric platform that will standardize and harmonize activities throughout the organization and significantly improve how EY manages its business. Program Mercury directly supports the efforts of several transformation initiatives across the Firm by streamlining the application portfolio, reducing operating costs and providing a platform to deliver services more efficiently.As an organization jointly owned by the business and IT, the MST is a centralized and global organization which provides operational support for the delivered Mercury solution and manage and support the Mercury user community. The MST plays an integral role in governance of the Mercury solution and the global template from both a business and IT perspective and evolves to work closely with the business in enabling the benefit and value to be realized from the investment in Program Mercury and to set the future direction and technology road map to support EY.Job SummaryThe Change Analyst is responsible for performing Change Management daily, weekly & ad hoc operational tasks to support Program Mercury. The Change Analyst will analyze and assess RFCs to ensure compliance with established processes and change quality standards.The Change Analyst is also responsible for ensuring necessary approvals are in place before RFCs and Releases commence. They will also work closely with the Release and Environment Teams in the evaluation of RFCs and ensuring all required documentation and information are entered into the change ticket.Key responsibilitiesAssist the Technical Change, Environment and Release Managers with the preparation of of RRB agendasReview weekly Pre-CAB RFCs to identify potential change conflictsEnsure RFCs flow through their defined phases by liaising with the requesting, planning & implementing teamsAssess RFCs to ensure the appropriate level of planning, testing, validation and communication has been performedPerforming proactive checks and balances to identify compliance anomaliesAnalyze reporting to identify trends and target areas for improvementIdentify additional reporting needs to gain efficiencies and promote automationPerform low level Post Implementation Reviews (PIRs) for failed or Emergency changesContribute input and feedback towards engineering the Change and Release processes for deployment and subsequent process improvementsLook for opportunities to integrate ITIL best practices into the existing Change and Release Management processesMonitor and maintain change records in the ITSM Service Management tool to comply with SLAs/KPIs and EY Change Management processesMaintain Change Management process documentationKnowledge and Skills Requirements:Excellent people skillsBasic awareness of different cultures and working practices across the regionsFamiliarity with the Software Development Lifecycle A comprehensive knowledge of the Information Technology Infrastructure Library (ITIL) processes in general and Change Management in particular with an eye to progressive levels of certification as required. Proven experience to leverage and interpret the ITIL process in enhancing current business process and proceduresSolid advanced interpersonal skills to engage, as a thought leader, senior executives of the firm, in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to connect colleagues, challenge insightfully to improve processes and propose credible optionsWell defined consultative skills to conduct effective questioning, home in on key issues to formulate ideas and materials as well as present those ideas clearly and concisely to all levels of the organization including senior and/or executive managementAdvanced oral, presentation and written communication skills in the English language. Exhibits the ability to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across all levels of the organization. Has an active learning acumen about the application/infrastructure delivery and related operations organizations to engage team members in issues resolution with confidence and credibility Strong analytical and problem-solving ability to escalate and negotiate complex and conflicting issues in IT technical investigations, handle multiple and shifting priorities across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint. Strong skills in knowledge sharing tools such as SharePointWilling to work in rotational shifts and during weekendsTo qualify for the role you must haveGood understanding of the ITIL Change, Release and Configuration processesGood knowledge of Service Management tools and, more specifically Change Management toolsExperience in working as part of a diverse and geographically dispersed teamExperience working in an operational environmentIdeally, you’ll also haveSupervisory skills or project experienceMinimum of ITIL Change Management practitioner certification or equivalent experienceWhat We Look ForDue to the geographical dispersion, this role requires the ability to think quickly and make sounds decisions without constant supervision.What We OfferAs part of this role, you'll work in a highly integrated, globally diverse 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 significant 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 accepted for who you are and empowered to use your voice to help others find theirs.