Business Analyst

About This Role

Lead and guide the IT admin support team responsible for user provisioning, access management, and ServiceNow ticket processing. Manage daily work distribution, ensure SLA compliance, and identify gaps in provisioning workflows.

Responsibilities

• Lead and guide the IT admin support team responsible for user provisioning, access management, and ServiceNow ticket processing.
• Manage daily work distribution, monitored tickets queues, and ensured SLA compliance across New Hires, Job Changes, Terminations, and Application access.
• Review and Validate access requests, ensuring correct group/role assignments and adherence to security and audit policies.
• Handle escalations and ensure timely resolution of complex issues.
• Diagnose Provisioning failure and integration issues between Workday, Sailpoint, and ServiceNow by coordinating with IAM and application teams.
• Ensure the team processes tickets within SLA and maintains high-quality documentation. Review tickets for correctness, completeness, and compliance before closure.
• Identify gaps in provisioning workflows and recommend improvements. Create and maintain SOPs, process maps, and knowledge articles for the team.
• Partner with engineering/identity teams to streamline access governance.
• Ensure compliance with security and audit requirements. Support audits by providing accurate data and evidence.
• Provide training, process clarifications, and continuous support to team members.
• Prepare daily/weekly provisioning metrics, SLA reports, and aging analysis. Highlight bottlenecks, incident trends, and major blockers management.
• Communicate updates, changes, and root cause analysis to stakeholder teams.
• Assist with onboarding of new systems into IAM provisioning flows. Support project teams in testing new features, integrations, and access workflows.
• Coordinate with HR, IT Ops, Security, and Application Owners for smooth onboarding and offboarding.

Requirements

• BACHELOR OF COMPUTER SCIENCE

Qualifications

• BACHELOR OF COMPUTER SCIENCE

Skills

* Required skills

Benefits