Requests Management Analyst
Job Location :
Head Office
Job Purpose:
Responsible to attend IT System user access requests within the Bank, by granting authorized users the right access to use IT system services while preventing access to non-authorized users.
Main Responsibilities:
- Act as a single point of contact for requests logged in to Service Manager, phone calls and emails from staff regarding IT System Access and queries.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Create user accounts, change role profiles, reset passwords, create email groups, shifting users from department to department, branch to branch and Role to role.
- Requests management revokes rights when a user’s status changes through transfer, resignation, or termination
- Assign various limits to users as per requests and authorization from Branch Operations Management.
- Periodically review the roles and access rights assigned to users to ensure that only necessary rights are being granted and that there are no rights conflicts among the roles or groups.
- Receiving, logging and managing calls from internal staff via Service Manager Max tool, telephone and email for all other banking operational issues.
- Support coverage includes Branches, Zonal Office and Head Office.
- Demonstrate high integrity and confidentiality in all activities related to the role.
Qualifications and Experience:
- Bachelor’s degree in computer science, Information Technology or related field.
- Technical SMAX Technical Portal, Card Systems, CBS
- An ITIL (ITIL v4) Certification will be an added advantage
- A minimum of 2 years’ work experience; experience in banking operations will be an added advantage.
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