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Quality Analyst

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EY

1mo ago

  • Job
    Full-time
    Mid Level
  • IT & Cybersecurity
    Business, Operations & Strategy

AI generated summary

  • You must have ITIL knowledge, audit skills, ISO 2001, Six Sigma understanding, and 3+ years in IT support. Communication, presentation skills, and a relevant degree are essential.
  • You will assess tickets, generate reports, follow up on QA observations, develop audit frameworks, and collaborate on ITSM process reviews for continuous improvement.

Requirements

  • 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

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

FAQs

What is the role of a Quality Analyst at EY?

The Quality Analyst at EY focuses on enhancing the quality of IT Services through auditing, assessments, and the development of customized Quality Management frameworks within the Enterprise Technology group.

What are the key responsibilities of a Quality Analyst?

Key responsibilities include performing ticket assessments and audits, generating reports for stakeholders, following up on identified observations, designing audit frameworks, and working with stakeholders to review audit effectiveness.

What qualifications are required for this position?

Candidates should have a Bachelor's degree in Computer Science, Statistics, or a related field, alongside over 3 years of experience in IT support services, detailed knowledge of ITIL processes, and familiarity with quality standards and frameworks.

Are there any preferred certifications for this role?

Yes, preferred certifications include Internal Auditor certification, ITIL v3 or v4 Foundation training, and other quality standards or framework certifications.

Is experience with ITSM tools necessary for this position?

Yes, a working knowledge of ServiceNow or similar ITSM tools is required for the Quality Analyst role.

What skills are important for a Quality Analyst?

Important skills include audit skills on ITSM processes, knowledge of quality standards, strong analytical and problem-solving abilities, basic reporting skills, and effective teaming and communication skills.

Does EY provide opportunities for continuous learning and career development?

Yes, EY offers continuous learning and development opportunities to help employees grow and advance their careers, along with tools and flexibility to make a meaningful impact.

Can you work in a diverse team in this role?

Yes, the role encourages teamwork with diverse, geographically dispersed teams and promotes collaboration across various functions and regions.

Are there any additional benefits offered by EY?

EY provides a comprehensive benefits package focusing on physical, emotional, financial, and social well-being, in addition to growth and development opportunities.

Is proficiency in English required for this role?

Yes, excellent verbal and written English language skills are required for effective communication and collaboration in this role.

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EY

Accounting
Industry
1-10
Employees

Mission & Purpose

EY exists to build a better working world, helping create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. Find out more about the EY global network http://ey.com/en_gl/legal-statement