Account Management Analyst (HYBRID)
Raleigh, NC
Contracted
Experienced
Job Title: Account Management Analyst (HYBRID)
Location: Raleigh, NC
Duration: 12+ Months
Job Description:
This Candidate will manage the daily deactivation and daily leave of absence (loa) reports from the Client Human Resources to ensure ServiceNow request has been sent in parallel to Beacon/Fiori. This Candidate will perform queue Management review to ensure the right ticket is closed at the right time. This Candidate will be responsible for training all Account Management staff in all team processes and procedures. This Candidate will be responsible for daily ticket assignment.
Duties:
Skills:
Location: Raleigh, NC
Duration: 12+ Months
Job Description:
This Candidate will manage the daily deactivation and daily leave of absence (loa) reports from the Client Human Resources to ensure ServiceNow request has been sent in parallel to Beacon/Fiori. This Candidate will perform queue Management review to ensure the right ticket is closed at the right time. This Candidate will be responsible for training all Account Management staff in all team processes and procedures. This Candidate will be responsible for daily ticket assignment.
Duties:
- This Candidate will serve as a lead resource with specialized knowledge and experience in account management. Demonstrates expertise in conveying technical and functional concepts for data protection. Accounts and Access Management uses technical expertise in the Operations and Security of Information Technology Infrastructure, and an understanding of business needs to evaluate assigned IT incident and problem user requests to appropriately prioritize and evaluate business impact.
- Candidate performs advanced level professional work in account administration and analyzes information to create and/or modify accounts for new employees and/or existing employees. Has advanced administrative configuration responsibilities to nine different systems to include the Client Microsoft Active Directory, myNCID, AvePoint, Cayosoft, the client Admin Mail Portal, Apple Management Console, the client Online Directory, and ServiceNow. Ability to independently resolve problems through advanced system analysis and troubleshooting procedures.
- Receives logs and fully documents requests from the business using ServiceNow.
- Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management.
- Considerable knowledge is demonstrated by an understanding of critical information technology operations and security.
- Provides the knowledge and skills of the client security policies, as well as security issues directly affecting the systems and technology for which employees are directly involved.
- They are responsible for implementing requirements of the client Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered the client policies and standards. This function requires an in-depth understanding of a wide variety of technologies to effectively support end-users and provide guidance to others.
- This work requires very strong communication skills, and the ability to effectively interact with a broad range of end-users and others, as well as an ability to use a variety of resources for providing support.
- Employees at this level typically provide advanced support for a broad range of technologies, or in-depth support for a more narrowly defined area of technology. Proven experience with a technical specialty across large and complex implementations and systems.
- Project Management: Ability to lead projects that require directing the work of others. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.
- Develop and maintain appropriate documentation for all responsible areas: This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.
- System Security: It is the responsibility of all Technical Services Staff to be aware of the client security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the client Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered the client Security Policies and standards.
Skills:
| Skill | Required/Desired | Amount | of Experience |
| Advanced level resource with specialized knowledge and experience in account management administering Active Directory. | Required | 3 | Years |
| Hands-on experience administering Microsoft Active Directory 2008/2012 in a multi-site and multi-domain organization. | Required | 3 | Years |
| Advanced knowledge of appropriate security measures of the organization. | Required | 3 | Years |
| Ability to proactively establish a positive relationship by demonstrating a sense of urgency in interactions with clients. | Required | 3 | Years |
| Ability to analyze and assess client needs to develop effective and appropriate solutions. | Required | 3 | Years |
| Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction. | Required | 3 | Years |
| Analysis of technical and user documentation for technical assistance and support | Required | 3 | Years |
| Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters. | Required | 3 | Years |
| Demonstrates strong analytical and problem-solving skills w/ ability to diagnose and resolve highly visible production incidents methodically. | Required | 3 | Years |
| Demonstrates initiative in solving problems associated with projects and daily work. | Required | 3 | Years |
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