Access Control:

• Respond to Zendesk inquiries regarding user access to our internal and third-party tools and systems.
• Review and process user access requests, ensuring compliance with access control policies.
• Manage the review and closure of termination tickets in Zendesk, ensuring timely processing of onboarding and offboarding tasks.
• Assist in audits of user access and provide compliance documentation as needed.

Ticket Management:

• Triage and manage access-related requests, ensuring timely and accurate responses to users.
• Approve, deny, or escalate requests based on predefined policies and guidance from the Systems Optimization Manager.
• Ensure Zendesk tickets are followed from initiation to resolution.

Compliance Support:

• Perform user access audits on systems to verify that onboarding and offboarding processes have been followed correctly.
• Assist internal teams in providing evidence and supporting compliance audits.

Operational Support:

• Assist the System Optimization Manager with day-to-day operations, including user access management and ticket triaging.
• Ensure efficient handling of user inquiries, access requests, and escalation procedures.
• Provide input during team syncs, contributing to discussions on access management, process improvements, and best practices.
• Support the documentation of new tools and processes as the tool ecosystem expands to maintain clear and up to date records.
• Assist the System Optimization Manager in achieving the Roadmap by tracking key initiatives and providing operational support as needed.
• Support system migrations and special projects, ensuring smooth transitions and adherence to compliance requirements.