IAM Analyst

• Manage all access requests (joiner, 3rd party ,mover, leaver, application, software, distribution lists, drive access etc) that are assigned and deal with within defined targets to the established standards - ABF IS policy
• Support the service desk with contact handling as required
• Ensure all actions and activities are logged and auditable.
• Support the SSC Security & Risk Manager with audit and access reporting.
• Maintain procedures and work instructions for the IAM function.
• Deal with customer issues directly as transferred from the service desk.
• Provide support for access requests including the set-up of new user accounts, including using the BME process.
• Provide Subject Matter Expertise advise to other IS and IT colleagues in relation to user administration and user security enquiries
• Liaise with BU IS to progress application access requirements
• Maintain highest quality of updates to tickets
• Keep users informed throughout process as and when required.
• Escalate issues and complaint to appropriate level
• Highlight trends or issues with process into line and problem management
• Creates knowledge information relating to the ongoing development of operating procedures and work instructions for the IAM team
• Supports the Team Leader in the induction and training of new staff

Competencies

• Customer service focused
• Teamwork
• Can do attitude
• Communication (written and oral)
• Collaboration between SSC and BU IS teams
• Results focused
• Strong attention to detail whilst working at pace.

Skills/experience

• Customer service experience
• ITIL foundation or relevant experience of an ITIL environment
• Experience with desktop and server operating systems
• Experience of Microsoft Active Directory and LDAP
• Exposure to the general principles of IT system user administration and audit
• General understanding of PC architecture
• Experience of O365 administration
• Experience of Microsoft Exchange
• Four years of Service Desk experience