[Hiring] Supervising Associate - Secure Access Operations @EY

Role Description

We are seeking a Supervising Associate to support and enhance EY's 1Badge services across the Americas region. This role serves as a key operational and technical resource responsible for the support, administration, and continuous improvement of Physical Access and credential management services. The position has primary responsibility for supporting users and stakeholders across the United States while also assisting with operations in Canada, Mexico, and South America. The successful candidate will work closely with workplace teams, security teams, vendors, service providers, and regional stakeholders to deliver reliable and efficient badge and credential services.

This role combines technical administration, operational support, stakeholder engagement, incident management, training, and continuous improvement activities. It is well suited for an individual who enjoys troubleshooting complex technical issues, collaborating across diverse teams, and driving improvements that enhance the user experience and service performance. The role requires flexibility to support stakeholders across multiple U.S. time zones while operating primarily during standard business hours.

Your Key Responsibilities

• Serve as a primary support contact for 1Badge (Physical Access) services across the Americas region.
• Provide technical administration and operational support for Physical Access control platforms, including CCURE 9000.
• Support HID credential technologies, including HID Mobile Access and mobile credential provisioning services.
• Support administration and operational activities associated with Victor Video Management System (VMS).
• Troubleshoot credentialing, access control, reader, camera, and related technology issues.
• Coordinate with field technicians, workplace teams, vendors, and local office contacts to support diagnosis and resolution of hardware and infrastructure issues.
• Manage and coordinate incidents related to Physical Access technologies and services.
• Utilize ServiceNow to manage incidents, service requests, knowledge articles, and operational workflows.
• Support onboarding activities for new office locations, renovations, and office expansions, ensuring operational readiness and smooth implementation of badge services.
• Develop, maintain, and deliver operational procedures, user guides, training materials, and communications supporting Physical Access services.
• Provide guidance and support to colleagues and service providers responsible for badge issuance, credential administration, access requests, and related activities.
• Train operational teams and service providers on processes, technologies, and support best practices.
• Provide backup support for scheduled operational maintenance activities, including server reboot procedures when required.
• Monitor operational trends and identify opportunities to improve service quality, efficiency, and customer experience.
• Partner with global Secure Access teams to support strategic initiatives, projects, and service enhancements.
• Support compliance, audit, risk, and security requirements associated with Physical Access technologies and credential management processes.

Qualifications

• Experience supporting enterprise Physical Access control systems and credential management technologies.
• Working knowledge of Physical Access platforms such as CCURE 9000.
• Experience supporting HID credential solutions, including mobile credential technologies.
• Familiarity with video management systems such as Victor VMS.
• Experience using IT Service Management platforms such as ServiceNow.
• Strong troubleshooting and problem-solving skills across software, hardware, infrastructure, and operational processes.
• Ability to coordinate issue resolution across geographically dispersed teams and stakeholders.
• Strong verbal and written communication skills in English.
• Ability to effectively work in a remote, globally distributed environment.
• Strong customer service orientation and commitment to delivering a positive user experience.
• Ability to prioritize multiple operational activities while maintaining attention to detail.
• Demonstrated continuous improvement mindset focused on increasing efficiency, quality, and service reliability.
• Spanish language skills are preferred but not required.

Requirements

• Bachelor's degree in Information Technology, Information Systems, Engineering, Business, Security Technology, or equivalent practical experience.
• Approximately 3-5+ years supporting enterprise technology platforms, physical security systems, access control technologies, or related operational support environments.

Preferred Certifications

• CCURE 9000 Certification
• HID Certifications
• ITIL Foundation
• ServiceNow Certification
• Physical Security Professional (PSP) or other relevant security technology certifications

Other Requirements

• Ability to support stakeholders across multiple Americas time zones.
• Flexibility to occasionally support critical incidents outside normal business hours.
• Little to no routine travel is expected.
• Ability to work effectively within a globally distributed team environment.
• Candidates located in Americas-aligned delivery centers are encouraged to apply.

Benefits

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 your talents in a diverse and inclusive culture of globally connected teams.

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