User Provisioning Specialist

Experience:

Location: Bangalore, GTC, India.

Key Responsibilities:

General:

The User Provisioning team is the first point of contact for AtkinsR alis users reporting requests and Incidents related to Access to various IT systems and applications.

User Provisioning Specialist has the responsibilities above that of the User Provisioning Analysts and is responsible for managing the daily operations, service delivery and performance of the team.

Operations:

• Responsible for the service delivery of User Provisioning team in compliance with the organization objectives and key performance indicators like SLA, First time resolution, CSAT, Regular updates to end users and escalation management etc.
• Drive a performance and as importantly people-oriented culture in the team.
• People Management.
• Objectives setting and performance management reviews of team members (including 1-2-1s and team meetings).
• To be able to coordinate responses to high priority incidents, escalations and support of the major incident process.
• Adaptable to organization changes and develop a culture of transparency within the team.
• Queue Management.
• Aged Tickets Follow up.
• Chases & Escalation Management.
• Shift Handover.
• Problem Management.
• New Joiner Training.
• Quality Audits, SOP Compliance & ITIL Best Practice Compliance.
• KPI Compliance.
• Daily Reports.
• Documentation of SOP s.
• Shift & Holiday Management.

Behavioural skills:

• Good communication skills and interface well with the business, line, and senior management.
• To be customer focused and to display an analytical approach to problem solving.
• To be a team player, working with others to provide a quality service.
• Flexible in working on rotational shifts 9 AM to 6 PM or 12 PM to 9 PM or 3 PM to 12:00 or as demanded by the business.
• Available in office 3 days a week.
• Experience of working in a fast-moving environment.
• Excellent communication skills (both written and verbal).
• Ability to work unsupervised or as part of a team.
• Ability to develop positive cooperative relationships with other groups and departments.
• Good organisational ability and attention to detail.
• Able to assess and prioritise work.
• Good listening skills.
• Reliable, flexible, adaptable, and innovative.
• Able to remain calm under pressure.

Good to have:

• Knowledge on Microsoft Identity & Access Management Administration and Microsoft 365.
• ITIL Certification.

Educational Qualifications:

• Degree in Engineering or Science.