IT Analyst 3 (SAM Workflow Specialist)

TEMPLETON AND PARTNERS IS CURRENTLY LOOKING FOR AN EXPERIENCED IT ANALYST THAT CAN FULFIL THE ROLE OF ENTERPRISE TECHNOLOGY SERVICE AND OPERATIONS MANAGEMENT (ET SOM).

Candidate will be responsible for end-to-end accountability of common services used across the enterprise that require the integration of multiple components with emphasis on maximizing end-user productivity and experience.

The Connectivity Pillar in ET SOM is responsible for connecting devices, data, and people simply and securely to provide immediate information from anywhere. As part of the Connectivity Pillar, the role of IAM Senior Service Support Analyst - L1 is end-to-end responsible for support and delivery of the portfolio in the IT Service Operations organization providing efficient and effective services.

One of the initial services in the IAM Support Group is Shell Access Management (SAM) support analyst - L1 is to ensure incident/problem raised is resolved, and play an integration role, to ensure respective support team (eg: interface/vendor) is engaged and resolution is provided as per the Service Level Agreement. Applications are onboarded to SAM which provides the capability to provision levels of access by application for specific roles.

ACCOUNTABILITIES

The IAM Support Analyst may be asked to support other services as the IAM Operations Group expands its support capabilities in the growth of ET SOM's service portfolio.

SAM will be the first support that the IAM Operations Group takes on.

Provide application owner's first level technical support, problem analysis and problem resolution which may involve escalating issues to other technical support groups based on business criticality related to the Shell Access Management (SAM) meeting the agreed SLA.

Use company standard end-to-end ITIL processes and tools (such as Service Manager/Service Now, Vendor customer portal) to manage incidents via ticket system to resolve/escalate problems, changes, assets, and service interruptions. Lack of attention to proper processes and tools could impact the SLA with the Business.

Raise incident ticket, engage and collaborate with extended support teams and route secondary ticket/email to the appropriate team/s. (eg: IMS/DDF) Provide oversight of functional support mailbox to respond quickly and effectively to issues, requests or queries from SAM application owners or user community according to the agreed SLA.

Perform daily systemic and operational production checks on SAM Service including systemic monitoring. (eg: Network connection, FAAS). Pro-active identify potential large impact issue, and act on mitigation plan or solution.

Participate and contribute to knowledge management process by documenting issues/resolutions and/or processes in repository to share to the team.

Participate in Operation call with Internal/external support team, to ensure issue/problem are resolved as per SLA.

Execute request management process as per documented in work instructions and comply with the required controls for request raised to Business Application Support Desk (ASD).

As part of day to day job, ensure that all the works are done accordingly to the general controls as per documented in the application summary file.

Execute specific control tasks and reporting by following documented work instructions as part of the segregation of duty as per required in the supported application summary file.

Ensure compliance with SOX controls.

Execute Application controls in a timely and precise manner. Job Dimensions

Manage business critical support for Shell Access Management (SAM) applications.

Participate in SAM Application tool deployment.

Process minded with agile and flexible skill set.

WE ARE LOOKING FORWARD TO RECEIVE YOUR APPLICATION, AND WILL BE IN TOUCH PROMPTLY TO DISCUSS THIS OPPORTUNITY IN MORE DETAIL.