EY Technology Consulting - Service Management Senior 

India, Kerala, Kochi 

782096271

IT Service Management – Senior

You will work closely with the EY Technology Strategy and Transformation leadership to grow the practice in MENA. You will involve, as required, in

• EY’s Go-To-Market activities.
• Solutions design.
• Proposal development and client presentations.
• Delivery across the full lifecycle of service strategy, design, transition, operations, and continual improvement, targeting organizations across all domains and sectors.

Key responsibilities

• Act as an ITIL consultant across all aspects of IT Service Management and ServiceNow projects and be part of the solution delivery
• Provide guidance and expertise on IT Service Management (ITSM) process implementation, along with understanding the connectivity to IT Operations Management (ITOM) and IT Asset Management (ITAM) processes.
• Analyze and assess current ITSM processes to identify areas for improvement.
• Develop and implement new ITSM processes adhering to ITIL standards.
• Collaborate with stakeholders to ensure process alignment with business goals.
• Provide guidance and training on ITSM best practices.
• Ensure compliance with industry standards and regulatory requirements.
• Monitor and report on the effectiveness of ITSM processes.
• Facilitate continuous improvement initiatives within ITSM.
• Bring in industry thought leadership, best practices, and engage with EY’s alliances with vendors, and other global and local partners of EY and customers
• Provide insights and recommendations on how IT Service Management tools (ServiceNow, JIRA, Manage Engine etc.,) aligns with and can support specific business objectives.
• Experience on leveraging ServiceNow to streamline IT operations and improve service delivery is desirable
• Hands experience in ServiceNow suite implementation– Implementation of any of the two ITAM, ITSM, IRM and HR modules are desirable
• Support client design sessions, facilitating requirements workshops and interacting with functional and/or business process area subject matter resources.
• Actively look for opportunities to build and grow the competency.
• Participate in key external events and meetings — client meetings, presentations, and roundtable etc.
• Work with the MENA leadership team to develop a market execution plan for ITSM offerings.

Qualifications & Skill sets

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering, or similar discipline; supported by experience in a similar technical environment.
• ITIL v4 foundation certification or higher
• 5-7 years of ITSM Consulting experience with exposure to ITSM Tool (ServiceNow / JIRA / Manage Engine, BMC Remedy etc.,) design and implementation project experience.
• Experience and knowledge in implementing and migrating service management platforms, on both Cloud and On-premises hosting, and integrating with other enterprise and 3rd party including governmental systems is highly desirable
• Deep knowledge in IT Services functions, and one or more of any other business functions such as HR, Finance, Customer or Risk.
• Experience on process re-engineering and process assessment
• Experience working with clients in MENA region.
• A customer-focused approach to work, and the ability to translate often-complex requirements into decisive digital platform strategies.
• The confidence to build lasting relationships and influence senior colleagues and clients from a wide range of backgrounds.
• Ability to travel to Middle East and North Africa (MENA) to meet client needs on short notice.

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.