The Covid-19 pandemic is creating seismic challenges around the world. Our purpose, to build abetter working world, has never been more important. Life at EY has been transformed dramaticallybut our strong culture of flexible and remote working has helped EY people navigate new ways ofworking and remain connected with each other and our clients.
A better working world truly starts with the people at EY who are building it every day. Now morethan ever we need talented people from diverse backgrounds to help our clients navigate thecomplexities of this Transformative Age: people with the passion, curiosity and drive to makethings better.
The opportunity
We are looking for a Technical Support Specialist within EY Identity, this role can be based fromour Melbourne, Sydney or Brisbane office.
EY Identity operates as a consulting group, designing and deploying Identity and Access Management(IAM) systems for EY customers. Once the project is complete and system is implemented, EY offersour customers break/fix support or managed services to maintain their IAM solutions.
In most cases, Level 3 support requests are submitted to EY by the customer's Level 2 IAM solutionowners or system administrators, who will already have performed the initial triage. As a result,the queries coming through are complex in nature requiring the EY Support Specialist to workcollaboratively with the customer, EY Technical consultants who might have implemented the system,or even escalate to the platform Product Vendor's support team to resolve. In certain cases, EYsupport also provides either remote or on-site Level 2 support uplift.
Your key responsibilities
Supporting all inbound queries end-to-end; progress tracking and reporting functions
Assisting the lifecycle of all calls, ensuring calls/tickets are closed as efficiently as practical with the highest level of customer satisfaction possible
Maintaining the helpdesk case logging system, documentation, user manuals and procedures to ensure information is recorded and updated accurately
Identifying opportunities for improvement of processes and implement
Maintain relevant technology certifications
Skills and attributes for success
Proven 2 to 5 years' experience on technical IT/IS Service Desk/Support Desk (including the use of helpdesk ticketing systems) with a strong understanding of basic Identity and Access Management concepts, e.g. Active Directory, User Accounts, Group Membership, Role Based Access, the Identity Lifecycle, Password Management, etc.
Technical troubleshooting experience providing a high level of customer service
Degree level education in the fields of Engineering, Computer Science, Information Technology, Information Systems or similar
Familiar with ITIL Terminology and Processes (such as: Incident Management, Problem Management, Change Management)
Good analytical, problem solving, critical reasoning skills, as well as the ability to communicate well and be team player
Ideally, you'll also have
Identity and Access Management (IAM) technology skills including one or more of the following products: Microsoft Identity Manager (MIM/MIM) [including Active Directory, .NET, SQL, and SharePoint], Active Directory Federation Service, SailPoint IIQ, One Identity Manager, Saviynt, BeyondTrust and/or CyberArk
Microsoft Certifications (such as MCSA, MCSE)
IT Managed Services (planning, or delivery of)
What working at EY offers
We offer a competitive remuneration package where you'll be rewarded for your performance. Inaddition, our comprehensive Total Rewards package can be tailored to your individual needs, to give you the freedom to manage your role in away that's right for you. This includes;a variety of flexible working and leave arrangements
personalisedcareer developmentincluding coaching and support to help you build your career and access to formal learning so you can develop the skills you'll need to thrive in the future
a range of tools and benefits to guide and support your health and wellbeing throughout your entire EY career
About EY
At EY, we hold a collective commitment to foster an environment where all differences are valuedand respected, practices are equitable and everyone experiences a sense of belonging. Through ourinclusive leadership behaviours, a variety of internal networks, flexible working and mentoringprograms, you will have the support and flexibility to build an exceptional career. Read more aboutDiversity and Inclusiveness atEY .
EY is committed to making reasonable adjustments to provide a positive, barrier-free recruitmentprocess for people with disability. If you require any adjustments to the recruitment process inorder to equitably participate, we encourage you to advise us at the time of application ********** or phone +61 3 86507788.
We understand the importance of social distancing at this time so our recruitment and onboardingprocess will be managed virtually so we can continue to prioritise the safety and wellbeing of EYpeople, clients, guests and the broader public.
The exceptional EY experience. It's yours to build.
Apply now.
The preferred applicant will be subject to employment screening by EY or by their external thirdparty provider.
© 2020 Ernst & Young Australia. All Rights Reserved. Liability limited by a scheme approved underProfessional Standards Legislation.This employer is a corporate member of myGwork, the business community for LGBTQ+ professionals, graduates, inclusive employers & anyone who believes in workplace equality.
