IT Services Analyst

ESSENTIAL FUNCTIONS

• Process user access requests for systems such as PowerSchool and Salesforce.
• Determine whether to create new accounts or modify existing accounts, based on request details.
• Ensure proper access permissions are assigned based on role or request.
• Troubleshoot access-related issues (e.g., users unable to log in or missing permissions).
• Work within ticketing systems to manage access and service requests.
• Update tickets with progress, comments, and resolution details to keep stakeholders informed.
• Follow established workflows for incident and request lifecycle management.
• Escalate complex provisioning issues when needed.

Onboarding & Offboarding Support

• Assist with onboarding activities, including ensuring new hires receive system access.
• Care for provisioning needs tied to hiring and contractor lifecycle events (e.g., start/end dates and renewals).
• Support offboarding by removing or adjusting access appropriately.

System & Data Coordination

• Work with multiple IT and business teams to fulfill access needs (e.g., ITSD, Learning Systems, HR-related processes).
• Participate in meetings related to provisioning workflows and system issues.
• Help identify gaps in provisioning workflows or ticket routing (e.g., missing provisioning tickets in reporting).

Documentation & Compliance

• Document access changes and temporary workarounds when required for audit or tracking purposes.
• Follow internal security and compliance requirements when granting access.
• Maintain accurate records of provisioning actions.

Minimum Required Qualifications

• Basic understanding of IT Service Desk operations.
• Familiarity with account provisioning concepts (user accounts, permissions, access control).
• Familiar with Service Level Agreements (SLAs) and meeting established response and resolution timelines.
• Strong attention to detail when handling access requests.
• Written and verbal communication skills for cross-team collaboration.

Desired Qualifications

• Bachelor’s Degree in any technology related field.
• Exposure to ticketing systems (e.g., ServiceNow or similar).
• Experience supporting enterprise systems such as: PowerSchool, Salesforce, Email systems / Office platforms.
• Exposure to identity and access management environments or teams (e.g., IAM or ITOPS Access Provisioning roles referenced in staffing data).