EY Quality Analyst 

India, Karnataka, Bengaluru 

447605001

Quality Analyst

Quality Management is a sub-function under Enterprise Technology - Service Management which deploys a customized Quality Management framework across the IT Service. The objective of the function is to enhance the quality of the IT Services and the subsequent business outcomes for EY, with a scalable capacity to support changes in EY technology requirements

Your key responsibilities

• Perform ticket assessments and audits for various processes (Incident Management, Problem Management and Change) based on agreed criteria which may be revised periodically and for various teams
• Generate and send reports to relevant stakeholders for the assessments and engagements they are engaged in
• Follow-up with observations by the QA&I teams with regards to Service Management to ensure closure of each identified items in time
• Design and develop audit and assessment framework, engagement mechanism and methodology whenever new requirements come up.
• Work with stakeholders to perform periodic reviews of the effectiveness of audits and the assessment of ITSM process to identify improvements

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 processes and best practices
• Audit skills on ITSM processes
• Excellent understanding of Quality standards and frameworks and tools like ISO 2001, Six Sigma, 7 QC tools etc
• Working knowledge of ServiceNow or similar ITSM tools
• Over 3 years of experience in IT support services, with significant experience in IT support services supporting quality assurance and audit activities
• Good knowledge of IT Services functions and their responsibilities and strong analytical and problem-solving ability
• The ability to work and team effectively with business, management personnel, and diverse and geographically dispersed teams
• Basic reporting skills
• Possess innovative mindset by being open to new ideas and works comfortably with global teams

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

What we look for

• Bachelor's degree in Computer Science, Statistics, or a related field.
• Internal Auditor or any other relevant certification is preferred
• ITIL v3 or v4 Foundation training, or higher level of ITIL Certification as may be required and other quality standards or frameworks certification is preferred.
• Knowledge on PowerBI , Power Automate, MS Office , is an added advantage

What we offer

As part of this role, you'll 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:
•You’ll develop the mindset and skills to navigate whatever comes next.
•We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
•We’ll give you the insights, coaching and confidence to be the leader the world needs.
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Diverse and inclusive culture:You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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.