EY ESM Quality Management Specialist in Trivandrum, India

ESM Quality Management Specialist

Core Business Services

Requisition # IND00ANO

Post Date Mar 27, 2018

Job Summary:

The ESM Quality Management Analyst provides the initial analytical review, audit, periodic reporting and first line identification of improvement opportunities in Information Technology (IT) processes.

  • The role executes assigned quality management services under the fundamental guidance of IT’s approved Quality Plan.

  • The role is additionally guided by industry standards such as the Information Technology Infrastructure Library (ITIL) framework which details the IT industry’s mandated standards and procedures for IT Infrastructure Operations and Delivery.

  • The role utilizes other Industry recognized frameworks to identify quality improvements such as Six Sigma for improvement opportunities and International Organization for Standardization (ISO) frameworks which standardize process audits to assure quality standards are met within a specific business unit

  • As such the role requires the ongoing maintenance and certification in at least one of the aligned frameworks or standards (e.g. ITIL or ISO) as well as a solid working knowledge of the assigned IT processes they will be auditing for adherence to expected standards.

  • Additional responsibilities may include the ability to develop and detail new processes or to design training for IT departments in new or amended procedures as required. The role is managed by the Quality Management Specialist in ESM.

Essential Functions of the Job:

  • Execute on daily assigned operational and analytical activities by utilizing the appropriate analytics within aligned industry frameworks and review standards for IT processes.

  • Monitors and measures, in a skilled supporting role, the appropriate execution of a process or identifies variances to same for reporting and escalation.

  • Conducts process audits under the directives of ISO standards such as ISO 9000/ISO 27001/ISO 20000 (as applicable) for statutory and regulatory oversight of an IT process.

  • Conducts process reviews based on ITIL standards / Organizational processes for IT Service Management (e.g. ITIL’s Incident and Problem Identification and Change Control processes) to rectify variances. Utilizes ITIL / ISO 20000 and ISO 27001 to identify information security situations that would impact data security and integrity within IT.

  • Analyses and publishes all audit findings and recommends corrective actions under the general guidance of the Quality Management Specialist and Senior Specialist.

  • Executes on the role’s daily knowledge sharing and reporting remit aligned to a forward view of the overall audit results for IT Services

  • Consults and recommends appropriate training to be distributed with the right detail and at the right level of the organization based on new or existing processes with appropriate support teams for delivery of same.

  • Reviews and publishes knowledge available to all IT staff in Self-Serve portals such as SharePoint and Yammer as part of knowledge sharing and self-help supportive activities.

  • Compiles data and information for IT service performance, active investigations, post-implementation reviews, among other activities in support of Quality Management activities and directives.

  • Identifies specific recommendations on adherence to ITIL or ISO directives to IT businesses by leveraging knowledge of IT process standards and applying standards to current activities.

Analytical/Decision Making Responsibilities:

  • The role requires a basic analytical acumen to understand the relevance of processing metrics such as Key Performance Indicators (KPIs) from daily, weekly or monthly reporting to analyze an IT process against ITIL, ISO or internal processing standards.

  • The role additionally requires the ability to determine when it is appropriate to escalate to management based on the criticality and business driver of the anomaly.

  • The role is required to leverage good judgment and acquired knowledge in taking appropriate actions in aligned activities.

  • The role is empowered to make some decisions when executing a specific analysis or in monitoring an established process for remediation but generally works within the confines of reporting hierarchy and management directives.

Knowledge and Skills Requirements:

  • Working knowledge about the core components aligned to IT processes.

  • Solid understanding of the Critical Success Factors (CSF) and KPIs aligned to a specific process to effectively analyze the process, review related procedures and standards in input/output of data.

  • Solid analytical abilities to effectively compare data elements against these control metrics using standards such as ITIL, ISO and other guidelines for the assigned IT process

  • Ability to handle multiple and shifting assigned priorities to provide audit results and identify solutions that are timely, supportive and accurate.

  • Solid interpersonal skills to engage in cross business/team discussions within a matrixed, geographically dispersed organization and to formulate, as required, credible ideas or insightfully challenge proposed options

  • Well defined communication skills, both oral and written in the English language, to summarize key issues and findings, to formulate supportive ideas and materials as well as present findings and ideas clearly and concisely to a variety of levels of the organization

  • Detailed knowledge of Information Technology Infrastructure Library (ITIL) processes as well as International Organization for Standardization (ISO) directives that are applicable to IT processing (ISO 9000, 20000, 27001 etc.) with an eye to progressive levels of certification as required. Has the ability to leverage industry standard process directives in reviewing current processes and procedures as well as improving and supporting the process execution.

  • Detailed understanding of IT processing standards and how they integrate, enhance and enable IT Service delivery.

  • Basic to Intermediate skills in Microsoft Office products, predominantly Excel, Visio and PowerPoint.

  • Working knowledge of collaboration tools designed for sharing knowledge and information such as Service Management Knowledge System, SharePoint and Yammer.

Other Requirements:

  • The role is managed in the day to day activities remotely, across time zones, using telephone, email and instant messaging.

  • As such the role requires a discipline of self-direction and autonomy as needed in a remote or work from home arrangement.

  • The role may also require the periodic allocation of additional time on the job to ensure multiple demands and escalating issues are managed.

Job Requirements:


  • College degree in computer science / related disciplines or equivalent work experience


  • Approximately 5+ years’ experience in a technology infrastructure or operations role. Able to exhibit a progression of increasingly complex analytics and related activities during the period.

Certification Requirements:

  • ITIL v3 Foundations training, or higher level of ITIL Certification as may be required

  • Six Sigma (Green Belt) and ISO 9000 / ISO 20000/ ISO 27001 certification will be advantageous.