User Management Analyst

Job Title: User Management Analyst
Contract length: 6-12 months
Location: Milton Keynes onsite x5 days
Rate: £200 per day inside ir35

JOB PURPOSE

Reporting to the User Management Manager, this role is responsible for completing all assigned user access service requests raised by our clients UK internal customers, Bank Ireland and the Retailer network for both SAP and bespoke systems in line with corporate and regulatory requirements.
The role will also be responsible for the processing all aspects of User Management ensuring that both management and users are kept informed of the progress of their request, until completion.

The ability to ensure that expectations are managed while delivering exceptional customer satisfaction are important factors in fulfilling the requirements for this role.
The individual will be required to work cross functionally with other areas of IT and business departments to ensure user access requests are completed within the required service level agreements to ensure the business are not impacted by lack of access.

RESPONSIBILITIES

• Manage and fulfil User Access requests within agreed Service Level Agreements (SLAs) ensuring that policies and procedures are adhered to and AIM principles are applied
• Responsible for providing advanced, specialist User Management and administration of bespoke applications raised by internal customers, clients Bank, Ireland and the Retailer network.
• Develop and administer processes to ensure that all employees have the correct IT access rights and support recertification activities to correct or amend access levels.
• Process management for all bespoke applications.
• Working closely with other teams within IT Services to troubleshoot any access issues.
• Liaise with Human Resources and management to ensure all system accounts are created, amended and deleted, inclusive of temporary accounts. Documented policies and procedures must be followed at all times
• Innovate: introduce new ideas and processes that improve performance and productivity.
• Manage and resolve, Requests and Incident reported to the User Management Team, via HPSM (Incident management ticket system used)
• Track actions through to formal completion and reports on progress as required.

SKILLS AND EXPERIENCE

Mandatory

• Knowledge and proven experience of User Access Management.
• Detailed knowledge and experience of working in a User Management role within an IT Services organisation.
• Strong customer service and time management skills.
• Good analytical skills and the ability to demonstrate systematic thought processes.
• A strong team player.
• Ability to cope with pressure, meet deadlines and prioritise appropriately.
• Flexible, customer focused and motivated by a challenge.
• Self-starter able to achieve results with minimal supervision.

Desirable

• Experience of User Management within the financial services industry
• Active Directory knowledge
• Privileged Access Management knowledge (PAM Access)