HM Revenue & Customs
Senior Roles and Access Analyst
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Job Description
As a Senior Roles and Access Analyst you will be the Manager of a multi-functional team. You will be part of a team that manages roles-based access controls and service request fulfilment management using HMRC's service request catalogue.
Within our team, you will be collaborating with all stakeholders throughout the end-to-end user services software provisioning and access controls process. You will be expected to manage the permissions and access area, alongside conducting audit reviews. You may also be required to manage the Pseudo-PID Management and Live Service Support Accounts Process.
Key Responsibilities
- Management of a multi-functional team.
- Create, manage and review role-based access controls (RBAC) to ensure access is only granted to the information necessary to effectively perform business duties.
- Management of governance compliance and audit controls.
- Working collaboratively with other delivery groups to ensure access governance is aligned and improve compliance.
- Lead and advise software access implementation roll outs, BAU changes and configuration changes to support new technologies.
- Manage stakeholder relationships and expectations in accordance with team-based SLA's.
- Management of Pseudo-PID Management / Live Service Support Team and processes.
- Operational Reporting and problem solving.
- Support strategic and complex software access provisioning projects and BAU changes.
- Continually making improvements to IT processes and services.
- Improving user experience and increasing customer satisfaction.
- You will be expected to perform within a team and mostly within your niche area where you are the lead and must prioritise and control tasks accordingly.
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Essential Criteria
- Management /Leadership experience.
- Process minded, able to build and improve processes and implement changes in a controlled manner maintaining a high standard of service delivery and consistent user satisfaction and experience.
- Able to work independently, building a good understanding of their own work area processes and responsibilities and mentor other team members, displaying good leadership skills and a systematic, analytical approach to problem solving.
- Excellent communication skills (verbal and written) - a good communicator and collaborator who is able to relay processes and operational advice accordingly to colleagues at different levels of the organisation who will be seeking assistance with their queries.
- Ability to work in a fast paced, high-pressured environment, agile to sudden business change requirements working with various stakeholders to identify and recommend solutions to business problems.
- Good analytical skills to help identify service improvements and enhance problem solving.
- Understanding of Microsoft Office 365.
- Well versed with the basic end to end customer service and support processes.
- Awareness of service request fulfilment support to help users with access and permission faults.
- Reporting skills will be an advantage as they will form part of the day-to-day operations.
- ITIL Foundation certificate or be willing to attain the qualification within one year if successful.
- Experience in Security and Risk Management.
- Understanding of successful delivery of end user IT services and continuous improvement.
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Office Closures
If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
For more information on where you might be working, review this information on our locations here
These Sites Include
- Telford Plaza, Telford - moving to Parkside Court, Telford
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