Secure Access Operations (1Badge Services) - EY Global Delivery Services
EY · Caba
Supervising Associate - Secure Access Operations (1Badge Services)
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Enterprise Technology provides reliable, secure, and resilient technology services and solutions to support EY people around the globe. As part of our team, you'll help deliver services that enable secure and seamless access to EY workplaces while supporting a world-class employee experience.
This role reports to the Secure Access leadership team within Office Technology. Secure Access manages a portfolio of solutions supporting Physical Access (doors, cameras, biometric devices, facial recognition, etc.), mobile credentials, secure workplace technologies, and related operational services that enable EY people to securely access offices and resources worldwide.
The Opportunity
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.
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Your Key Responsibilities
The Supervising Associate will:
- 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.
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Knowledge and Skills Requirements
- 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.
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Success in This Role
Success in this role will be demonstrated through:
- Increased first-contact resolution rates for support requests.
- Improved operational service metrics and support responsiveness.
- Reduction of recurring incidents through proactive problem management and process improvement.
- High levels of stakeholder satisfaction with badge and credential services.
- Consistent service delivery across Americas time zones.
- Continuous enhancement of operational knowledge resources, documentation, and training materials.
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Job Requirements
Education:
Bachelor's degree in Information Technology, Information Systems, Engineering, Business, Security Technology, or equivalent practical experience.
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
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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.
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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 your talents in a diverse and inclusive culture of globally connected teams.
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.
EY - Building a Better Working World
EY is building a better working world by creating new value for clients, people, society, and the planet while building trust in capital markets.
Enabled by data, AI, and advanced technology, EY teams help clients shape the future with confidence and develop answers to the most pressing issues of today and tomorrow.