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Job Role
IT JML Analyst
Department
IT
Line Manager
IT Support Manager
Role Definition
Working with the business to ensure all new Joiners, Movers and Leaver accounts are created, updated or closed off following the current JML process.
Key Responsibilities / Accountabilities
- Active Directory Users and Computer administration
- Planning and creation of all new joiners to the business
- Planning and deletion/updating of all movers and leavers in the business
- Continual service improvements (CSI) to the current JML Process in line with business requirements
- Maintaining JML process documentation
- Being a point of contact for joiner, mover and leaver escalations
- Assisting JML team with ad hoc tasks, documentation, communications and admin duties
- Monitoring JML SharePoint workflow
- Updating requests via service management tool ITSM
- Excellent communication skills
- Liaising with other IT teams
- Supporting JML Team Lead and escalating issues to IT Support Manager where necessary
- Ensure we work with the Security team to remain compliant with current process/policies
- Supporting the business core hours 7am to 7pm rota basis (Mon-Fri)
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Skills and abilities needed to perform role
- Proficient with Active Directory, Users and Computer administration
- Excellent communication skills, both written and verbal
- Excellent attention to detail and the ability to multi-task
- The ability to interact confidently with clients and colleagues
- The ability to work well in a team environment
- Strong interpersonal skills
- Strong prioritisation skills and ability to follow process
- Patience and empathy when dealing with customers and colleagues
- Effective problem solving skills based on clear reasoning and sound rationale
- Tactful, diplomatic and able to thrive in an ever-changing environment
- Ability to work pro-actively, under pressure and independently with minimal direction
- A good understanding of process design and documentation
- An understanding of the importance of excellent customer service and a "can do" attitude
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Knowledge and Experience
- IT industry experience
- Active Directory
- Microsoft Office 2016/O365
- Microsoft Visio
- SharePoint
- MS Teams
- ServiceNow ITSM
- ITIL Best Practice
- Knowledge of administrative and clerical procedures
Compliance and Regulatory Responsibilities
- To remain compliant with FCA requirements at all times
- To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
- To share ideas, best practice and other information within the team
- Ensure that own performance, HR and T&C records are up to date and meet the Company's requirements
- Maintain accurate records and deal with correspondence appropriately
Professional Qualifications
- Relevant professional IT qualifications
- ITIL Foundation V3/V4
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Skills
Active Directory
Users and Computer Administration
ITSM
ServiceNow
SharePoint
Microsoft Office 365
Microsoft Visio
ITIL
Process Documentation
Customer Service
Problem Solving
Communication Skills
Prioritisation
Multi-tasking
Interpersonal Skills
Compliance