UAM Analyst

Allied Consultants, Inc is a proudly Austin based firm with over 33 years of experience delivering top-tier technical and business professionals within Texas State Agencies. We are currently seeking an experience UAM Analyst to play a key role within a high-impact technical services team.

At Allied Consultants, we value our consultants and are committed to providing an exceptional experience including:

• Highly competitive pay rates
• Local support staff for responsive, personal service
• Comprehensive benefits package, including:
  • Medical insurance (with employer cost sharing)
  • Life insurance
  • A 401(K) plan with company match
  • Flexible spending through a cafeteria plan

Candidates selected for interviews will be subject to a criminal background check and may be required to pass a drug screening, in compliance with federal and state regulations. All offers of employment are contingent upon successful completion of these checks.

Allied Consultants is a proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Location of job: 100% Onsite. Candidate must be local to Austin, TX**

User Access Management (UAM) Analyst Duties:

• Serve as the initial contact for reporting user access issues and answering questions regarding access.
• Accurately diagnose user access issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents & tasks through to resolution/escalation (per guidelines).
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Lead in a timely manner.
• Updating tickets with all steps undertaken and closing incidents when issue Is resolved.
• Escalate unsolved incidents to the correct support group or external maintainer.
• Supporting first line agents and ensuring quality
• Respond rapidly to each incident as it arrives from the first level Service Desk
• Verification of priorities and data contained in the ticket as well as accuracy of solutions linked from access criteria if applicable.
• Ensure that the process and procedures described in the job aids are followed.
• Assess and escalate high priority incidents and tasks and collaborate and support incident and request management process to the service restoration.
• Ensure effective escalation handshake.
• Maintain good collaborative relations - Key relationships: Users, first line (Service Desk) agents, fellow team members, Tier 2 Support, Resolving Teams, Team Leader, Section Manager.
• Making sure that SLA targets are achieved.
• Surveys: Making sure that the highest score of Survey has been received.
• Relationships: Building and managing working relationships with customers and suppliers.
• Monitor the job failures and resolve them as per the documentations.
• Analyze system alerts and/or batch job streams, observing their status, exceptions, and associated incident/failure messages.
• Record the resolutions in ticketing for the audit purpose, if the ticketing is not automated to track the failure.
• Provide guidance to the junior resources to support the project independently.
• Train the new resources on the project and the technology.
• Improve existing batch processing and prepare quality documents for routine tasks.
• Maintain daily checklist to cover all routine tasks up to date with timeline for team members.

Minimum (Required):