Offers “Dxc Technology”

Expires soon Dxc Technology

User Access & Identity Administrator (UAM) with English/ German language

  • Sofia, BULGARIA
  • Marketing

Job description


·  Job Description:

DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally.

Job scope/summary:

The User Access & Identity Administrator (UAM) is responsible to deliver operational services to external accounts on time and with the expected level of quality. The User Access & Identity Administrator (UAM) focuses on continuous operation activities such as providing access to customer environment, basic troubleshooting, password reset, etc. A high customer satisfaction in accordance with the predefined Service Level Agreement is one of the main goals of the User Access & Identity Administrator (UAM). He/she works in close collaboration with other teams and is under the direct supervision of the team management. User Access & Identity Administrator (UAM) might be asked to support some accounts by working overtime but only after planning in advance.

Job specifics/responsibilities:

The User Access & Identity Administrator (UAM):

• ensures all incoming requests are timely processed or redirected accordingly if other party should be involved;
• analyzes and handles the incoming requests. These may vary in regards to type – changes, incidents, e-mails, etc., based on the account specifics and requirements;
• prioritizes the responses and the work on the request based on the urgency and impact;
• If the customer has specific processes for communication, the User Access & Identity Administrator (UAM) follows them as defined within the instructions;
• is responsible for regularly updating the requests he/she has taken over ( with the performed actions during the request’s investigation);
• If the resolution requires more time than the agreed SLA, the User Access & Identity Administrator (UAM) informs the affected parties (requestor, end customer, etc.) accordingly;
• acts as a single point of contact in the user management area for the customer and all internal employees;
• is the single Subject Matter Expert (SME) for the his/ her account;
• is responsible for creating and maintaining all documentation related to the specific Account User Access Management process. This includes but is not limited to internal guides, templates, work instructions, etc.;
• is responsible for flagging issues or inconsistencies found in documentation to the Team Lead (TL), Delivery Lead (DL), Technology Team Lead (TTL), Technical Owner or Account Run Lead (ARL);
• is responsible for maintaining good communication and work relationships with various service providers, technical owners, team leads, managers, vendors, client partners etc. in relation to the user management daily activities;
• is expected to have good awareness of the customer’s environment and support processes related to user access management area;
• is responsible for providing guidelines in order to help the user with the request process and prevent reoccurring process issues;
• is expected to be proactive to anticipate issues or situations which may impact service availability and critical response time, and take necessary mitigation steps escalating to management’s attention where appropriate;
• is expected to comply with internal procedures, policies, processes and standards;
• is entitled to contribute in quality and productivity improvement projects, providing analysis or information;
• is responsible for optimizing the current user access management process where applicable;
• is expected to follow training plans, requirements and schedules as outlined by the Team Management;
• must complete on time and keep up to date with all mandatory trainings (to be found in the team’s training passport);
• has to gain and actively utilize good troubleshooting skills within the applicable technology/platform he/she is responsible for;
• will perform any other ongoing support activities, not covered hereinabove, but in accordance with the approvals and the conscious directions given by the direct team management under the terms of the pre-defined SLAs, SLOs and KPIs;
• will perform any administrative, operational or service related tasks with the highest quality and according to the predefined timelines;
• is accountable to track his/her working time via time-tracking tool (STA, CatW or alternative);
• is accountable to accurately use any other time or request tracking tool to record administrative/ productive efforts spent during working time;
• has to be conscious at all times about his/ her own performance management and has to comply with any Employer’s requirements in this regards.

Working relationships:

Internal:
• Various support teams and resources;

External:
• Vendors, customer partners, end customer;

Education (degree) and professional experience required:

• Bachelor degree;
• Experience in the customer support area;
• Business communication experience – written and verbal.

Other requirements:

• Fluent in written and verbal English;
• Fluent in written and verbal German.

Personal skills and qualities:

• Good communication skills and customer focus;
• Good work ethic;
• Good time management skills;
• Strong interpersonal skills;
• Well-organized with good self-performance management skills;
• Good analytical and troubleshooting skills;
• Good team player;
• Ability to collaborate and cooperate with members of the team and members of other teams;
• Eager to proactively learn new technology, processes and obtain other skills;
• Eager to proactively search for solutions from knowledge bases, support documents & other sources;
• Keep interest in continuous learning and professional development;
• Ability to multi-task and prioritize assignments, problems and requests in a high pressure environment;
• Flexible, self-motivated, with the ability to work under pressure in international and culturally diverse organization;
• Should be willing to work overtime if current business needs dictate so.

Technical skills:

• Active Directory and MS Office knowledge;
• Proven computer literacy;
• Basic knowledge of IT Operations, operations monitoring and end user support;
• Basic knowledge of Windows OS;
• Basic knowledge of Active Directory (Create/Delete/Modify Account);
• Reporting.

We offer:

• Intensive on-the-job training within various HR functions and in line with the best industry practices
• Cross-country and cross-regional experience
• Work in a multicultural environment
• Competitive remuneration package
• Medical insurance
• 4 days additional paid leave (total:24 days)
• Food vouchers
• Life insurance
• Work-life balance program including free legal, financial and psychological consultations

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today— we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them.

Please note:
This is to inform you that DXC Technology is registered as an administrator of personal data to the Commission for Data Protection. Some of the information that you provide voluntarily is personal information and falls under the special protection regime under the Law on Personal Data Protection. The personal data provided by you will be processed for the purposes of the selection process as well as for the realization of the legitimate interests of the data controller in respect of any future contract of employment. DXC takes the responsibility to handle, use and store your personal data, ensuring its protection in secret from the third parties. We inform you and you agree that DXC may provide your personal data to government, municipal institutions, banks, companies, corporate bodies and individuals, where such obligation exists under a special legal provision, where it is necessary for realization of your rights and legal interests as a participant in the selection process, and when it is necessary to realize the legitimate rights and interests of DXC. DXC can provide your personal information to corporate bodies and individuals who are assigned to actions and activities relating to the selection process and in respect of any future contract of employment.

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