IT Business Analyst

Position Responsibilities:

 •Receive and track onboard and offboard requests; check the requests for completeness and accuracy.

•Submit requests for Active Directory (AD) and Office365 accounts for new hires through the ServiceNow ordering system.

•Submit request for setup and delivery of equipment and wireless devices of new hires.

•Coordinate with department requestors for additional application access requests.

•Track progress of requests to completion and escalate to vendors and management as needed.

•Review accounts for accuracy of provision or deprovision based on requests.

•Test new accounts upon creation for successful login to equipment, network, office 365 email, and remote VPN.

•Confirm onboard accounts are assigned correct group memberships, mapped network drives, and ServiceNow profiles as requested.

•Verify group memberships, network drives, and ServiceNow profiles are disabled for offboards.

•Communicate status of processed onboard or offboard requests to hiring managers.

•Resolve requests within SLA while providing the highest level of customer service.

•Display a consistent understanding of compliance to assist in high priority escalations and requests.

Qualifications & Skills Required:

 • Minimum 2+ years of help desk support.

• One-year proven experience with Office 365 Pro Plus core applications.

• One-year proven experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.).

• Minimum 2+ years proven experience working effectively with a diverse team in a highly visible, fast-paced and changing environment with occasional aggressive timelines.

• Minimum 2+ years proficiency with excel spreadsheets, including formulas and reporting.

• Detail oriented with the ability to work independently and remote.

• Excellent oral, written, and interpersonal communication.

• Experience in performing well under pressure.

• Capable of working competently with personnel at multiple levels of the organization.

• Experience with ServiceNow and/or Okta is a plus.

• Must have work authorization that allows candidate to work in the United States