Intake Specialist

The opportunity

The role requires a degree of analytical skills to understand the relevance of processing metrics such as Key Performance Indicators (KPIs), Critical Success Factors (CSF’s) etc.

The Intake Specialist supports readiness requirements to design and deliver support solutions which are provided for successful business outcomes. The role is primarily focused on new technologies and services being implemented by Service Delivery through the Transition and Deployment Management process. The role drives the coordination of new release strategy and deployment activities across various teams to assure appropriate knowledge transfer, training for Operational Readiness and the Early Life Support (ELS) team to agree and execute appropriate implementation strategies to maintain production stability.

You would add value to the project through consultation on support requirements, lead times as well as promotion of best practices, procedures and policies. Where necessary, identify and allocate required resources, coordinating their activities seamlessly to ensure operational readiness on behalf of L1 Operations teams.

Your key responsibilities

• Analyze support requirements to design and deliver support solutions which provide successful business outcomes.
• Clarifying timelines, impacted population and accurately tracking to ensure any changes are communicated to Stakeholders.
• Provide consultation to project teams towards efficient and effective support models which maximize customer satisfaction, leveraging industry best practices such as PMI, ITIL and Six Sigma.
• Provide project management and change management capability on behalf of the L1 organization.
• Identify L1 resources required to support successful delivery and develop a resource plan.
• Tracking the overall progress of L1 activities on the Service Desk pre to post deployment.
• Clarify scope and manage conflicting priorities.
• Provide clear, concise and regular communications to update Service Desk, Stakeholders on project requirements, status of deliverables and risks or challenges
• Ensure Operational Readiness for Global Service Desk (L1) teams to support new products and services.

Skills and attributes for success

Education:

• Bachelor’s or master’s degree in related discipline, or equivalent work experience or equivalent job experience.

Experience:

• Minimum 3- 5 years’ experience.
• Strong project management, team development, strategic planning

Additional requirements:

• Ability to work effectively with clients and other management personnel across multiple geographies and to bring multi-disciplinary teams together
• Ability to lead projects, understand & integrate cultural differences/motives to manage cross-cultural/cross border teams
• Excellent English language skills (written and verbal)
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Ability to deal efficiently with escalations and difficult situations/people under pressure
• Ability to thrive in a global organization is essential, balancing the needs of the customer against business initiatives and goals
• Ability to develop and build relationships and demonstrate confidence as you collaborate with colleagues across the firm to drive coordinated efforts
• Experience of working credibly with senior stakeholders
• Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or when escalating issues using advanced oral and written English communication skills
• Strong understanding of software development lifecycle and project management methodologies
• Able to exhibit a progression of increasingly complex analytics and ability to successfully lead and deliver complex IT projects during the period
• IT Service Management methodologies Certification (ITIL Foundation or higher)

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.