Program Analyst

at  EY

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Today’s world is fueled by vast amounts of information, which means that data is even more valuable than ever before. Protecting data and information systems is central to doing business, and therefore everyone in EY Information Security has a critical role to play. Join a global team of almost 950 people who collaborate to support the business of EY by protecting EY and client information assets! Information Security professionals enable EY to work securely and deliver secure products and services, as well as detect and quickly respond when things go wrong. Together, the efforts of our dedicated team help protect the EY brand and build client trust.
Within Information Security we blend risk strategy, digital identity, cyber defense, application security and technology solutions as we consider the entire security lifecycle. You will join a team of hardworking, security-focused individuals dedicated to supporting, protecting and enabling the business through innovative, secure solutions that provide speed to market and business value.

THE OPPORTUNITY

This role will assist with the adoption and embedding of a comprehensive service management and program improvement approach by leveraging industry leading practices. This includes working with various service owners globally and looking for ways to improve the customer service experience.
The successful candidate will assist the Service Management and Program Improvement team to implement an end-to-end service framework and process to enhance the delivery of InfoSec services to the rest of the business. This will include creating a structure for all InfoSec services including publication, intake, metrics, customer feedback, reporting, and lifecycle management. You will coordinate program initiatives and work with a team of energetic people to socialize and build awareness around the value provided to our customers and the firm.

SKILLS AND ATTRIBUTES FOR SUCCESS

• Good interpersonal, communication, consultative, collaboration, and relationship leadership skills.
• Ability to prioritize and succeed on multiple assignments simultaneously, in a fast-paced environment.
• Ability to effectively work with customers and management personnel on all levels, business areas and across cultures.
• Fluent in spoken and written English.

YOUR KEY RESPONSIBILITIES

• Manage individual projects related to service management and/or program improvements, implementing leading methodologies where applicable
• Support the service or product framework within the organization by increasing awareness and ensuring they are included in roadmaps
• Support and lead service maturity assessments to ensure ownership for improvements are defined and managed
• Monitor and report on Service Portfolio updates and changes.
• Contribute to the capture and review of Key Performance Indicators for InfoSec services, including customer satisfaction and engagement
• Develop and manage service scorecards to validate business objectives and perform trend analysis to drive service improvements.
• Assist InfoSec organization to adopt and support emerging customer service driven needs.
• Assist with applying industry leading practices in a complex environment.

TO QUALIFY FOR THE ROLE, YOU MUST HAVE

• Associate’s or bachelor’s degree in Computer Science, Information Systems or related field of study.
• 3+ years of practical experience in the field of IT, with 2 - 3 years of demonstrated ability in IT Service Management and Program Improvement.
• Familiarity with Information Security functions and domains.
• Solid understanding of ITIL processes, particularly Request Management, Service Portfolio Management and Service Catalog Management.
• Familiarity building out dashboards and/or metrics.