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Quality Analyst

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EY

30d ago

  • Job
    Full-time
    Mid Level
  • IT & Cybersecurity
  • Kochi

AI generated summary

  • You should have ITIL knowledge, audit skills in ITSM processes, experience in quality standards, over 3 years in IT support, and good communication abilities. Bachelor's degree preferred.
  • You will assess incidents, problems, and changes, generate reports, follow up on QA observations, design audit frameworks, and review ITSM process effectiveness with stakeholders.

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 main responsibility of a Quality Analyst at EY?

The main responsibility of a Quality Analyst at EY is to perform ticket assessments and audits for various IT Service Management processes, generate reports for stakeholders, ensure closure of identified items, and design frameworks for audits and assessments.

What qualifications are required for the Quality Analyst role?

Candidates must have a Bachelor's degree in Computer Science, Statistics, or a related field, detailed knowledge of ITIL processes, audit skills on ITSM processes, and over 3 years of experience in IT support services.

Is experience with ServiceNow or similar ITSM tools necessary?

Yes, a working knowledge of ServiceNow or similar ITSM tools is required for this position.

What kind of skills should a successful Quality Analyst possess?

A successful Quality Analyst should possess technical skills, analytical abilities, leadership attributes, basic reporting skills, and an innovative mindset, along with good communication and collaboration skills.

Are there any preferred certifications for this role?

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

Will the Quality Analyst be required to work in a global team?

Yes, the Quality Analyst will work in a highly integrated, global team and will need to collaborate effectively with diverse and geographically dispersed teams.

Does EY offer opportunities for continuous learning and development?

Yes, EY provides continuous learning opportunities to help employees develop the mindset and skills needed to navigate their careers.

Is knowledge of PowerBI and Power Automate considered an advantage?

Yes, knowledge of PowerBI, Power Automate, and MS Office is considered an added advantage for this role.

What is the company culture like at EY?

EY promotes a diverse and inclusive culture where individuals are embraced for who they are and empowered to help others find their voice.

How does EY define success for its employees?

EY defines success in a personalized manner, providing the tools and flexibility for employees to make a meaningful impact in their own way.

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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