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UAM ANALYST, AUSTIN (ONSITE)

Contract: 12+ Months

Deadline: 9/26/25

Job Description:

Responsibilities:

User Access Management (UAM) Analyst Duties:

  • Serve as the initial contact for reporting user access issues and answering questions regarding access.

  • Accurately diagnose user access issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.

  • Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.

  • Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents & tasks through to resolution/escalation (per guidelines).Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Lead in a timely manner.

  • Updating tickets with all steps undertaken and closing incidents when issue Is resolved.

  • Escalate unsolved incidents to the correct support group or external maintainer.

  • Supporting first line agents and ensuring quality

  • Respond rapidly to each incident as it arrives from the first level Service Desk

  • Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from access criteria if applicable.

  • Ensure that the process and procedures described in the job aids are followed.

  • Assess and escalate high priority incidents and tasks and collaborate and support incident and request management process to the service restoration.

  • Ensure effective escalation handshake .Maintain good collaborative relations - Key relationships: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.

  • Making sure that SLA targets are achieved.Surveys: Making sure that the highest score of Survey has been received.Relationships: Building and managing working relationships with customers and suppliers.

  • Monitor the job failures and resolve them as per the documentations.

  • Analyze system alerts and/or batch job streams, observing their status, exceptions, and associated incident/failure messages.

  • Record the resolutions in ticketing for the audit purpose, if the ticketing is not automated to track the failure.

  • Provide guidance to the junior resources to support the project independently.

  • Train the new resources on the project and the technology.

  • Improve existing batch processing and prepare quality documents for routine tasks.

  • Maintain daily checklist to cover all routine tasks up to date with timeline for team members.

Required Skills:

  • 4 Yrs of End User profile, applications, and systems access Contact Center, Service Desk, Customer Service environment

  • 4 Yrs of Access Management applications such as ARS and Active Directory

  • 4 Yrs of Experience with reviewing and maintaining access criteria

  • 4 Yrs of Ticketing systems such as Service Now

  • 4 Yrs of Mainframe or open systems or SAP

Kavitha K