General Summary

Provide customer and administrative support for provisioning and terminating access to controlled applications in a high-volume, highly regulated healthcare enterprise. Enable access to UMMS applications upon request and entitlement, and terminate access when no longer required. Serve as primary gatekeeper for governance of compliance and audit requirements. Serve as senior technical leader of the team. Work is performed under limited supervision. Direct report to the Manager, Service Desk Fulfillment.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
Provide timely response to access requests, including employees, providers and contractors of UMMS; process terminations in accordance with UMMS policies and procedures.

• Utilize the UMMS Information Technology Service Management (ITSM) system to receive and log activities related to the access request or termination as part of the compliance trail audit.
• Review access in accordance with existing access requests, compliance audit requests, and best practices as determined by Management, Leadership and security and compliance standards.
• Validate data using ServiceNow reports, Excel spreadsheets, and other data management utilities for quality control and organizational metrics.
• Utilize Active Directory (AD) Manager, folder access templates, and PowerShell commands to activate or deactivate access to controlled applications.
• Provision and deprovision application accounts assigned to the Fulfillment Team.
• Serve as a team lead providing technical guidance and coaching to IT Application Access Control Security Specialist Is regarding identity management technical processes involving the provisioning and deprovisioning of access in accordance with Compliance and Security policies and procedures.
• Serve as primary liaison to the Service Desk for escalations and VIP requests related to Access Control and Fulfillment.
• Monitor key performance indicators (KPIs) and service queues; provide recommendations for workload management based on volume and labor capacity.
• Prepare reports summarizing KPIs and monthly activities.
• Write and/or edit PowerShell scripts for mass provisioning and Organizational Unit (OU) group inclusion and deactivation.
• Maintain strict adherence to IT privileged access in accordance with applicable policies, procedures and defined standards.
• Provide prompt customer assistance in the event of expedited requests, untimely deactivation, or custom access requests.
• Provide written documentation for the IT Service Management System (ITSM) knowledgebase.
• Provide escalation to IT Tiered support teams by obtaining and providing appropriate information for escalated issues that impact application access control.
• Assist in the collection and analysis of real-time trending information regarding access request metrics.
• Collaborate with co-workers and Service Desk for access breaches and security concerns.
• Provide detailed records of access control for security and audit reviews.
• Ability to work overtime as needed to meet operational requirements.
• Perform other duties as assigned.