Join EY and build a distinguished career within a global, inclusive, and technology-driven environment. As a Senior Analyst in Incident & Access Management (IFMS), you will play a crucial role in ensuring the business continuity of IFMS services by expertly coordinating incident responses and managing timely, authorized access provisioning for Business Operations users. This position involves diligent ticket monitoring, ensuring SLA adherence, driving resolution efforts, generating essential service reports, and proactively identifying opportunities for Continual Service Improvement (CSI) across various engagements.

EY is committed to fostering a culture where your unique perspective is valued, contributing to our collective success and the creation of a better working world for all. We empower our people to become the best versions of themselves, offering unparalleled opportunities for professional growth.

Key responsibilities include:

- Incident Monitoring: Daily review of MSO queues to validate business impact, priority, and assignment, while meticulously tracking aging tickets, backlog, and SLA risks. - Resolution Coordination: Proactively follow up with business and technology resolver teams, escalate delays promptly, provide clear communication on progress, and confirm successful closure. This includes supporting major incident coordination and post-incident analysis. - Access Fulfillment: Efficiently handle Business Operations access requests, verifying approvals and provisioning, modifying, or revoking application access within defined permissions, adhering strictly to approved role profiles, the principle of least privilege, and segregation-of-duties controls. - Service Reporting: Deliver daily ticket updates and periodic reports as needed, covering SLA attainment, backlog status, access fulfillment metrics, identified risks, and outstanding actions. - Operational Controls: Maintain accurate MSO records, secure access approval documentation, update SOPs, and manage handovers. Support access reviews and track service reviews to completion. - Continual Service Improvement (CSI): Identify recurring incidents and process bottlenecks. Recommend enhancements through knowledge articles, self-service options, and automation, while tracking the outcomes of implemented improvements.

Essential qualifications and experience include:

- A Bachelor's degree in IT or a related field is preferred, or equivalent relevant work experience. - Typically, 5 to 8 years of experience in service delivery or support, with at least 3 years specifically in incident coordination, ticket governance, SLA monitoring, or reporting. - Practical experience with ITSM tools. Familiarity with MSO and finance managed services environments is considered an advantage. - Proven experience in approved user access provisioning, operational reporting, and tracking service improvements.

Desired skills that will enhance your application include:

- Working knowledge of incident, request, access, and SLA management. ITIL Foundation certification is preferred. - A solid understanding of role-based access, approval workflows, least privilege, and segregation of duties principles. - Proficiency in Excel for data analysis and reporting, along with experience in ITSM reporting and trend analysis. Familiarity with Power BI is a plus. - Excellent stakeholder communication, a strong customer focus, and the ability to effectively coordinate between business and technology teams. - The capacity to work independently, prioritize tasks based on business impact, and maintain accurate records with timely follow-ups.