IT Help Desk Analyst – Access Management (ServiceNow & Active Directory)

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Working with one of our top financial clients, this role calls for an IT Help Desk Analyst – Access Management (ServiceNow & Active Directory). This position involves supporting access request provisioning, managing user access to applications and systems, and troubleshooting technical issues to ensure seamless operations. Join us to contribute to critical IT processes and develop your career in a fast-paced, collaborative team.

Pay rate range (CAD): $17.60/hr – $28.46/hr

Responsibilities

Support access request provisioning, including granting, modifying, or revoking user access to applications and resources.
Manage requests via ServiceNow, ensuring compliance with security policies and business needs.
Investigate escalated incidents related to access management and troubleshoot issues efficiently.
Maintain and update documentation for escalated incidents and support contacts.
Collaborate with team members to resolve technical issues and improve support processes.
Demonstrate strong understanding of various technologies and escalate complex issues as needed.
Communicate effectively with end users, providing clear guidance and support.
Participate in team meetings and contribute to knowledge sharing.
Desired Skill-Set

Experience with ServiceNow platform and incident management.
Strong knowledge of Active Directory, Microsoft Azure, and Microsoft Exchange.
Proficiency with Microsoft Excel.
Excellent troubleshooting and problem-solving skills.
Ability to interpret and act on technical information accurately.
Effective verbal and written communication skills.
Detail-oriented with strong critical thinking capabilities.
Nice to Have

PowerShell scripting experience.
Familiarity with Tableau Reporting and Power Bi.
Additional experience with IT security or identity management.
Prior experience supporting Microsoft Azure applications.
Ability to multi-task and operate effectively under pressure.
Knowledge of high-stress support environments and customer service excellence.