IT Account Management Analyst

Position Summary

Responsible for playing a key role in the delivery of high-quality technical support for the business and the customer, while delivering exceptional customer satisfaction and a personalized service. Requires a high percentage of ticket resolution, which includes assurance of employee data access through Active Directory and third-party vendor portals.

• Creates and maintains Active Directory access for the organization.
• Works with third-party vendors to create/modify/deactivate user accounts. Works with the business to onboard new vendors as needed.
• Creates and maintains Exchange mailboxes and distribution groups in accordance with security standards.
• Assigns and configures phone numbers for all employees in Genesys phone systems.
• Ensures all employee life cycle requests and requirements are processed within the agreed service level targets provided by the business.
• Reviews and resolves incidents and requests with other technology teams on the customer’s behalf.
• Collaborate with Information Security and other departments to address and remediate any security concerns raised with user accounts in supported systems.
• Provides the highest level of customer support and satisfaction in line with the company’s policies and procedures.
• Actively encourages and promotes the Account Management team to adhere to ITIL processes and best practices.
• Ensures that Operational Level Agreement and Service Level Agreement levels are met.
• Maintains accurate documentation for the creation/modification/deactivation of 100+ third party vendors.
• Maintain accurate documentation for all departmental functions/processes.
• Maintains an up-to-date level of knowledge with regards to technology, security policies and company standards.

• Minimum of two (2) + years’ experience working in IT Support.
• Experience with Active Directory, Service Now, Genesys, MS Exchange preferred.
• Power Shell experience required.
• Experience with SQL (basic read, update & insert scripting), SQL Management Studio (Read, update, insert, and delete scripts).
• Experience in the Mortgage industry preferred.
• Effective organizational and time management skills.
• Exceptional verbal, written and interpersonal communication skills.
• Ability to manage ambiguity, work autonomously, and multi-task in an agile environment.
• Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.
• Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.

• Competitive compensation package based on experience, skillset and overall fit for #Teamloan Depot.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this role is between $24.52/hr and $33.65/hr your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.