Role Summary:
Joining us on a 12-month interim basis, you will undertake user access management tasks across the application portfolio accurately and within agreed SLAs. You will provide user access reports to the Internal Controls team for access recertification, and to the business as part of external and internal audit exercises.
Aptia operates a hybrid working pattern, which means that you will work from home and any Aptia UK office.
Here's what you'll be doing:
- Undertaking administrative application duties on request from the business or based on internal regular task rotas. Examples include activities such as setup of new customer pension scheme application records, and performing of data extracts.
- Creating and maintaining internal process documentation.
- Issuing communication emails to the user community to notify of forthcoming planned downtime.
- Contributing towards monthly Sunday-morning application smoke testing on rota shared across the team.
- Liaising with users to handle queries associated with administrative support tasks.
- Ensuring that incoming service desk tickets and requests have been assigned correctly, and that they are re-routed appropriately when not.
- Ensuring that any high-impact or priority incident tickets are brought to the attention of the Product Support Manager and senior support analysts.
- Assisting in the reporting of incident and request ticket productivity statistics for management consumption.
Here's what we're looking for:
- Demonstrable experience in undertaking complex and sometimes lengthy administrative tasks with excellent attention to detail and accuracy.
- Excellent communication skills and ability to liaise with a variety of stakeholders (end user / software vendor / adjacent IT teams) professionally and appropriately.
- Willingness to take part in a rota of monthly out-of-hours test activities, and occasional support on evening release deployments.
- Ability to prioritise under pressure and report challenges with the Product Support Manager.
- Excellent written language skills, and experience in formulating and maintaining process documentation.
- Experience working with an industry standard service desk ticketing platform (e.g. Service Now)
- Ability to learn undertake a wide variety of tasks across multiple software platforms.
- Experience working within an Enterprise level organisation.