Incident Management Process Analyst

Your key responsibilities

• Responsible for keeping the Incident Management process artefacts up to date
• Driving/contributing towards running operational cadence for process governance purpose
• Responsible for executing detailed Incident analysis and provide insights which roll up to ET leadership
• Managing communication framework for socializing process awareness within EY Technology
• Lead the automation initiatives within the team to eliminate waste from ET Critical Incident Management process and enable continual improvement through incident volume reduction.
• Contribute heavily to drive necessary Service Improvements to improve the Incident Management KPI performance
• Conduct training and process forum meetings to engage wide variety of Stakeholders about Incident Management process
• Create and maintain Knowledge articles to support Incident Management process
• Provide functional requirements for Incident and Critical Incident Management for ITSM tool transformation as required
• Provide thought leadership to design state of the art PowerBI dashboards to gain greater insights relating to Incident Management

Skills and attributes for success

• 10 - 12 years of experience in Service Management and IT industry
• Strong process knowledge in area of Service Management processes and Incident Management process in particular
• ITIL V3/V4 certification
• Process mapping and documentation skills
• Strong technical knowledge in area of Infrastructure Support (Both On-Prem and Cloud)
• Excellent Quality Management skills (Six Sigma Certification preferable)
• Ability to strongly collaborate with Problem Managers and technical support teams to facilitate quality RCA
• End to end functional knowledge of at least one of ITSM ticketing tools (Preferably ServiceNow)
• Ability to identify process improvement actions and assign ownership
• Excellent communication skills (Written and Verbal)
• Excellent presentation skills with ability to create good presentations for Senior Management
• Sound data analysis skills and having a keen eye for detail
• Strong collaborative skills
• Sound reporting knowledge with good hands-on experience in tools like PowerBI
• Ability to turnaround time sensitive deliverables within short timescales with acceptable quality