Role Purpose

Provide first line support for access management requests and incidents, ensuring timely, accurate, and policy‑compliant access provisioning while adhering to lean principles and standardized processes. Flag inconsistencies when meeting on process or documents when providing support to L2 & L3 for review and correction if needed. Maintain SLA levels as per given objectives within a delimited scope.

Key Responsibilities

• Manage access requests (create, modify, remove)
• Execute Joiner / Mover / Leaver (JML) processes
• Perform identity verification
• Handle basic incidents and service requests
• Follow SOPs and elevate complex issues to L2/L3
• Maintain accurate ticket documentation (ServiceNow)
• Ensure SLA compliance
• Support audits and identify process improvements

Requirements

• Basic knowledge of IAM concepts
• Experience with ServiceNow (or similar)