Lead Business Analyst - IT Service Delivery

Key Responsibilities :

- Process Management & Optimization : Lead the analysis, documentation, and continuous improvement of processes related to the creation, modification, and termination of user accounts and business application accounts.

- Documentation & Knowledge Management : Develop, maintain, and publish comprehensive documentation for User Account Services (UAS) procedures, policies, and web pages, ensuring information is current and accessible.

- Service Delivery & Fulfillment : Oversee and optimize the fulfillment of Service Requests submitted through the IT Service Desk, focusing on efficiency and user satisfaction in IAM-related queries.

- Audit & Compliance Support : Produce precise and comprehensive evidentiary documentation for internal and external Auditors, ensuring compliance with regulatory and organizational standards.

- Strategic Support & Coordination : Provide leadership, support, and coordination for other departmental objectives and projects, particularly those impacting or leveraging IAM and UAS functionalities.

- Stakeholder Engagement : Collaborate effectively with peers, management, and cross-functional teams, translating technical requirements into business understanding and vice-versa.

- Troubleshooting & Problem Solving : Apply excellent troubleshooting skills to identify and resolve complex issues related to user access and account management.

Required Skills & Qualifications :

- Experience : Proven experience as a Business Analyst, with a significant focus on Identity and Access Management (IAM) or User Account Services (UAS).

Technical Acumen :

- Strong knowledge and hands-on experience with IAM platforms such as SailPoint IdentityIQ.

- Solid understanding and practical experience with Active Directory, LDAP, Exchange, and SAP environments as they relate to user and access management.

Analytical & Communication :

- Excellent business and technical writing skills are essential for creating clear documentation and reports.

- Strong analytical, data management, and problem-solving skills.

- Ability to communicate effectively with both technical teams and business stakeholders, including peers and management.

Operational Excellence :

- Ability to work effectively with minimal supervision, demonstrating initiative and accountability.

- Excellent troubleshooting skills are required for diagnosing and resolving complex access-related issues.

Tools & Methodologies :

- Expertise with MS Excel and SQL is highly desirable for data analysis and reporting.

- Automation development skills are desirable, contributing to process efficiency.

- Project management skills are a valuable asset for leading initiatives.