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Junior User Access Management (UAM) Analyst Duties:
Serve as the initial contact for reporting user access issues and answering questions regarding access.
Accurately diagnose user access issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents & tasks through to resolution/escalation (per guidelines).
Escalate unresolved issues to Team Lead.
Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Lead in a timely manner.
Updating tickets with all steps undertaken and closing incidents when issue Is resolved; Escalate unsolved incidents to the correct support group or external maintainer.
Supporting first line agents and ensuring quality
Respond rapidly to each incident as it arrives from the first level Service Desk
Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from access criteria if applicable.
Ensure that the process and procedures described in the job aids are followed.
Assess and escalate high priority incidents and tasks and collaborate and support incident and request management process to the service restoration.
Ensure effective escalation handshake.
Maintain good collaborative relations - Key relationships: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.
Making sure that SLA targets are achieved.
Surveys: Making sure that the highest score of Survey has been received.
Relationships: Building and managing working relationships with customers and suppliers.
The workers' responsibilities and skills must include:
WORKER SKILLS AND QUALIFICATIONS (Required)
Minimum (Required): insert specific minimum skills for this Contract Position)
Years
Skills/Experience
1 to 2
End User profile, applications, and systems access
1 to 2
Contact Center, Service Desk, Customer Service environment
1 to 2
Access Management applications such as ARS and Active Directory
1 to 2
Experience with reviewing and maintaining access criteria
1 to 2
Ticketing systems such as Service Now
1 to 2
Customer facing support position
Preferred (Optional): insert specific preferred skills for this Contract Position)
Years
Skills/Experience
ITIL certified
TERM OF SERVICE (Required): 12 mo. @ 2080 hrs.
Note: Working overtime may be expected in order to meet tight deadlines.
WORK HOURS AND LOCATION