FAAS MS - Service Management Senior

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Job Title: Senior – Incident & Access Management (IFMS)

Profile Summary

Senior Analyst – Incident & Access Management (IFMS) will support IFMS business service continuity through incident coordination and timely, approved access provisioning for Business Operations users. The role monitors tickets and SLAs, drives resolver follow-ups, publishes service reports and identifies Continual Service Improvement (CSI) opportunities across supported engagements.

Roles and Responsibilities

• As an Incident Management Analyst, support IFMS Business Operations through the following activities:
• Incident monitoring: Review MSO queues daily; validate business impact, priority and assignment, and track ageing, backlog and SLA risks.
• Resolution coordination: Follow up with business and technology resolver teams, escalate delays, communicate progress and confirm closure; support major incident coordination and post-incident actions.
• Access fulfilment: Handle Business Operations access requests; validate approvals and provision, modify or revoke application access within delegated permissions, following approved role profiles, least privilege and segregation-of-duties controls.
• Service reporting: Publish daily ticket updates and periodic reports on demand, SLA attainment, backlog, access fulfilment, risks and outstanding actions.
• Operational controls: Maintain accurate MSO records, access approval evidence, SOPs and handovers; support access reviews and track service reviews to closure.
• CSI: Identify recurring incidents and process bottlenecks; recommend knowledge articles, self-service and automation, and track improvement outcomes.

Desired Skills

• Working knowledge of incident, request, access and SLA management; ITIL Foundation preferred.
• Understanding of role-based access, approval workflows, least privilege and segregation of duties.
• Proficiency in Excel, ITSM reporting and trend analysis; Power BI familiarity preferred.
• Clear stakeholder communication, customer focus and effective business/technology team coordination.
• Ability to work independently, prioritize business impact and maintain accurate records and timely follow-ups.

Essential Requirements

• Bachelor’s degree in IT or a related discipline preferred, or equivalent relevant experience.
• Typically, 5–8 years in service delivery/support, including 3+ years in incident coordination, ticket governance, SLA monitoring or reporting.
• Hands-on ITSM tool experience; familiarity with MSO and finance managed services environments is an advantage.
• Experience in approved user access provisioning, operational reporting and service improvement tracking.
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