IT Identity Access Management Analyst (IAM)

Job description

Job responsibilities

Responsible for ensuring that the values outlined in the NHS Constitution are adhered to daily and any matters of concern are raised with the relevant Line Manager or through the necessary processes within the Trust - Responsible for delivering a compassionate, dignified and respectful service to patients at all times.

To provide a professional interface for our customers and users to ensure high quality services and resolution of incidents as quickly as possible.

Entering of all incidents into the Service Desk Service Management Systems, ensuring information is processed in a timely, accurate manor in line with departmental processes.

Provide a 1st and 2nd line support service to internal customers (users) via telephone, email and remote sessions. Providing guidance from initial contact through to resolution and closure by handling and responding to enquiries, which may at times be complex for non IM&T Staff.

Support the IAM Team Leader in providing timely, accurate records for analytical reporting of the overall performance of the Service Desk.

KEY RESPONSIBILITIES

• To record all incidents and service requests in order to provide good data for Incident and Problem Management
• To restore normal service to the internal customer as quickly as possible, following diagnoses of the incident or service request.
• Using initiative to resolve incidents and requests, seeking advice as required in line with departmental policies and procedures
• To identify, record and report against non-trust items against which internal customers request service
• To monitor and track all incidents and requests, assigning the correct priority to incidents and escalation to the relevant area as priorities change.
• To offer general guidance and advice to internal customers, which at times may be seen as complex for non IM&T Staff.
• To maintain relationships with interfacing business functions and other IT functions
• To implement escalation procedures as appropriate
• To achieve maximum personal KPIs
• To assist the team in achieving the targets set for the department (SLAs)
• Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous
• Business awareness; display a working understanding of the trust and an appreciation of the business applications
• Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task
• Personal attributes: punctual, tenacious, persevering, use initiative
• Ability to concentrate for extensive periods of time to ensure detail and accuracy of incidents and service requests
• Responds professionally (verbally or e-mail) to customer situations of a complex, non-routine nature requiring deviation from standard procedures
• Create new user accounts and respond to user transfer and termination events
• Assist with management of changes to accounts, user access groups and entitlements and ownerships based on requests
• Facilitate access review and recertification process for all resources
• Interface with HR team for all new user and user transfer and termination events
• Create and/or review data access reports to research service requests or issues
• Participate in the development of roadmaps and strategy and executes on that strategy
• Perform independent research within business to resolve business issues and process improvements
• Work in all phases of systems analysis and consider the business implications of the application of technology to the current business environment
• Configure moderately complex application components (analysis, design, development, and implementation of solutions) based on functional requirements
• Can do attitude and ability to operate in large, multinational company

SKILLS AND QUALITIES:

• Highly computer literate with knowledge of MS Office applications, Sharepoint, clinical systems, PC environment
• Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous
• Business awareness; display a working understanding of the trust and an appreciation of the business applications
• Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, good time manager, good team worker, ability to multi-task
• Personal attributes; punctual, tenacious, persevering, use initiative
• Ability to concentrate for extensive periods of time to ensure detail and accuracy of incidents and service requests
• Experience in writing and understanding detailed user and implementation documentation, procedures and training manuals
• Proven track record of managing a team
• Demonstrated ability in planning, managing and motivating staff through periods of change.

TECHNICAL SKILLS:

• Ability to use internal systems in relation to the role
• Knowledge of Automatic Call Distributor ACD telephone system
• Active Directory management/administration/maintenance
• Richmond IT Service Management System knowledge/experience
• ITIL awareness

Person Specification

Customer Service

• Must Demonstrate good customer service skills

Service Desk Experience

• Relevant Experience

Qualifications

• Relevant Qualifications

Driving Licence

• Access to a car

Skills

• Relevant Skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Essex Partnership University NHS Foundation Trust

Address

Thameside House/Clough Road

Thurrock/Colchester

RM16 2PX

Employer's website

https://eput.nhs.uk/