As a Senior Identity & Access Management Analyst, you will take a lead role in managing and enhancing the organisation’s IAM processes and systems. On a day-to-day basis, you are responsible for overseeing the end-to-end user access lifecycle for joiners, movers, and leavers, ensuring that access requests are processed efficiently, securely, and in line with compliance requirements. This includes creating, modifying, and decommissioning user accounts, administering role-based access, and implementing least-privilege access controls.
In addition to hands-on IAM management, the senior analyst provides guidance and mentorship to junior team members, identifies opportunities to improve IAM processes and increase automation, and supports the development and enforcement of IAM policies and best practices. The role works closely with HR, Security, and IT teams to ensure timely and appropriate access provisioning, maintain accurate records, and support audit and regulatory compliance.
KEY RESPONSIBILITIES
* Act as a primary owner and escalation point for IT service requests and incidents related to Identity & Access Management (IAM), ensuring tickets are logged, categorised, prioritised, and resolved in line with agreed SLAs and OLAs.
* Lead the response and resolution of tickets relating to IAM, hardware, software, and site services requests, providing guidance and support to junior analysts as needed.
* Spearhead an enhanced onboarding experience for new colleagues, ensuring onboarding information and training resources are regularly updated and shared, courtesy calling all new joiners and offering any additional assistance on their first day with the business.
* Ensure timely, clear, and proactive communication with colleagues and stakeholders throughout the ticket lifecycle.
* Oversee the creation, modification, and decommissioning of user accounts across corporate systems in line with security policies, processes, and compliance requirements.
* Administer and optimise role-based access controls (RBAC), ensuring consistent application of least-privilege access principles across all systems.
* Process and fulfil complex access management requests through the IT service management tool, verifying that appropriate approvals and security checks are in place.
* Work closely with HR, Security, and system owners to ensure timely and accurate access provisioning and removal.
* Maintain accurate records of user access, assets, and licences.
* Lead and support regular access reviews, audits, and compliance activities, providing recommendations for process improvements where necessary.
* Oversee provisioning of IT equipment, software, and services for new starters, role changes, and leavers, ensuring smooth onboarding and offboarding.
* Manage procurement and lifecycle of hardware and software licences from approved suppliers, optimising costs and compliance.
* Identify, design, and implement opportunities to automate IAM processes, improve efficiency, and strengthen security controls.
* Ensure all IAM and IT service activities are carried out in accordance with ITIL best practices, security standards, and organisational policies.
* Provide mentorship and guidance to junior team members through regular 1-2-1’s, fostering skill development and knowledge sharing within the team.
* Work closely with the IT Service Reporting Manager to provide performance information on the Identity and Access Management process.
* Perform other duties as required by the IT Service Desk Manager or senior leadership, including strategic IAM projects, ad hoc analysis, and process improvement initiatives.
QUALIFICATIONS
* A Level IT, BTEC in Computing or equivalent.
* ITIL Foundation v4
* Exposure to IAM tools or access governance processes (e.g. RBAC, access reviews, approvals).
* Experience working in an IT service desk, IT operations, or service management environment.
* Practical experience with identity and access management, including user account provisioning and joiners/movers/leavers processes
* Working knowledge of Azure AD, Entra ID and Active Directory.
* Strong customer service and communication skills, with the ability to explain technical issues clearly.
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