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User Management Analyst

  • Salary: Negotiable
  • Job type: Contract
  • Location: Milton Keynes, Buckinghamshire
  • Sector: IT
  • Date posted: 06/11/2018
  • Job reference: BBBH92190

Role: User Management Analyst
Duration: 2 Months
Location: Milton Keynes

JOB PURPOSE:
Reporting to the User Management Manager, the successful candidate will be responsible for providing advanced, specialist support and administration for new user requests. The main purpose of this role is to develop and to administer processes to ensure that all staff internally and within the retailer network are allocated the correct IT access rights following client Access and Identity Guidelines.

Client is on a journey to build a highly effective and efficient customer centric IT Support operation. Customer Service is a cornerstone of our service delivery. If you're looking for a career in IT support, new and exciting opportunities are frequently presented within our rapidly growing IT function. We are looking for people with a passion for "going the extra mile" that genuinely love what you do. In exchange we'll make sure you stay at the top of your game with excellent training and attractive benefits.
The role plays a key part in driving and implementing change, supporting project portfolio initiatives into live operations. The individual will be required to work cross functionally with other areas of IT and the business departments to ensure cohesive management of service requests, and incidents reducing overall business impact.
The role will also be responsible for processing and coordinating timely responses to Client management, channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping customers appraised of progress. Ensuring expectations are managed while delivering exceptional customer satisfaction will all be important factors in fulfilling the role.

RESPONSIBILITIES

o Providing specialist support for the applications.
o Working under general direction within a clear framework of accountability.
o Working with minimal supervision and limited guidance, planning own work to meet objectives.
o Adherence to VWFS AIM guidelines regarding all access requests.
o Adherence to VWFS IT Services Incident Management process.
o Resolving Customer incidents within agreed SLA
o Ensuring Local Working Instructions, processes and procedures are documented and reviewed on a 6 monthly basis.
o Be pragmatic, dynamic, innovative and creative.
o Have courage to influence the team and peers internally.
o Excellent communication skills when dealing with external contact with customers.
o Providing mentoring and support to less experienced members of the team and be the first point of escalation for any issues that arise.
o Monitor and manage delivery against KPI performance measures and targets.
o Review and challenge ways of working, look at process enhancements and ensure best practice is followed.
o Provide technical advice on system and processes as required.
o Ability to support fundamental principles in a wide and often unpredictable range of contexts.
o Understand relationship between specialism and wider customer/organisational requirements
o Be able to effectively prioritise workload and work towards SLA targets.
o Compile monthly reports, looking at trend analysis and potential solutions to improve customer satisfaction.
o Updating requirements for Local Working Instructions.
o Advise on the available standards, methods, tools and applications on own area of specialism and can make correct choices from alternatives.
o Communicates effectively, formally and informally, with colleagues and customers.
o Demonstrates leadership and ability to work under pressure.
o Takes ownership for incident resolution, diagnosing where an incident may affect a wider audience than originally reported and escalating where appropriate.
o

SKILLS AND EXPERIENCE

Essential:


* Extensive customer facing experience.
* Extensive Knowledge of Active Directory
* Ability to be given a task at a high level, complete appropriate analysis and support solutions put in place with relevant processes and procedures.
* Knowledge and operation of SAP monitoring and analysis tools.
* Learn and support new applications and systems which are critical to the business.
* Ability to interact with business users to gather and understand impact of requirements.
* Ability to create and update procedural documentation, ensuring appropriate to the target audience.
* Self-motivated and a strong team player.
* Excellent time and priority management within a pressured environment to meet deadlines.
* Excellent communicator both verbal and written with good organisational skills.
* Intermediate MS Office.
* Knowledge of Windows 10 operating system.
* Understanding of Access and User Management procedures The skills listed below are required to competently perform this role; these will be required, but can be achieved by undertaking training

Desirable Skills
* Financial Services knowledge to a comprehensive level.
* Basic SQL knowledge
* ITIL Foundation certified

Interested candidates should submit their CV in the first instance or call Sam Caine on 0161 924 1357.

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