Location
Pune | India
Job description
Description
Location: Pune
Shift: Rotational(24x7)
Job Position Summary - GCoE User Management is criticalforthe success of our IT organization. Increasingly, our customersdemandthe delivery of a world class service, our delivery of thatservice can be the difference between success and failure for our customers.
- User Management Analysts are responsible for submitting access requests on behalf of end users for various applications / infra setup for them to start with their deliverables.
- The primary User Management Analyst role is that of understanding end user requirement, analyzing providing andFulfillment of access requests.
- Responsibilities include submitting / enabling access, coordinating with onshore technical teams, coordination with end users across org.
Primary Responsibilities - Responsible for fulfillment of access provision requests for various applications across US, UK & Aus regions.
- Performing user access creation / modification/ decommission tasks for end users on various application platforms
- Understand business requirement andprovides accurate, creative, andtimely solutionsto ensure customer productivity.
- Understanding of application working architecture and troubleshoot access related complex issues within Citrix environment.
- Perform privileged technical task and identify and document workarounds.
- Support in creation of operation documents / instructions to Service Desk Team for BAU support
- Coordination with onshore Support teams for seeking technical assistance.
- Coordinating with Application development teams in case of new bugs / fix / patches to be applied
Secondary Responsibilities - Windows 10 and Office 365 proficiency
- Exudes professionalism when interacting withall levels of anorganization.
- Analyze data, recognize problems, and draw logical conclusions.
- Creating dashboard / reportsfor weekly / monthly / quarterly meeting with onshore stake holders on service requests addressed / trends / improvement areas / Help needed.
- Understand recurring issues trend and document them to improve end user experience.
Desired skills and competencies
- Overall, 4+ years experience in IT Application Support / Access Management and at least 2 years experience in similar role
- Excellent communicationskills withstrong focus on listening andprobing.
- Problem solving, customerfocused and open towork in 24x7 environment.
- Should have good knowledge of understanding Application working architecture within Citrix environment.
- Experience in coordinating with onshore customers / Technical teams.
- Familiar with Service request / Access Management tools like Remedy, IDM, Service Now
- Well versed with incidence management, knowledge management and problem management
- Experience coordinating with Application development team for applying bug fix / patches / updates.
- Can do approach and capability to work in dynamically changing environment.
Qualifications - Degree: Bachelor / Master
Job tags
Salary
