Analyst, Access Management

at  White Case

FIRM SUMMARY

White & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers operating from more than 40 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.
It’s not just about our global network of offices; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.

POSITION SUMMARY

The role of the White & Case GTS Access Management Analyst that he/she is able to work under minimal supervision, administer employee access to internal systems and process requests specific to their function in an efficient and timely manner. Has the ability to understand administration of user access and security profiles across applications and systems in a corporate environment, security policies and audit controls. Furthermore, to understand when escalation is necessary and takes ownership of internal clients’ responsiveness. They are also able to apply knowledge of commonly used concepts, practices, and procedures for identity and access management to identify and troubleshoot users’ technical issues. In all of the above, exhibits a strong business focus and customer orientation required by a leading global law firm. This role aims to start developing leadership skills as an essential preparation for taking more responsibilities in managing a shift.
The Access Management Specialist is required to work 40 hours per week.

EDUCATION/QUALIFICATIONS

• >=2-year experience handling identity and access management related tasks or >=3-year experience as Technical Support/Customer Service Resource.
• College degree in any IT related course or equivalent work experience.
• Above average English communication skills

ESSENTIAL JOB REQUIREMENTS

• Excellent troubleshooting logic, customer service, and telephone etiquette skills.
• Intermediate knowledge of Microsoft-based operating systems (emphasis on Windows 10) and MS Office 2016 (emphasis on MS Word, MS Excel, MS Power Point and MS Outlook).
• Intermediate knowledge of ITIL standards and best practices is essential.
• Experience in document management systems (Interwoven), distributed time entry programs (DTE), and remote communications applications/security (Citrix/Secure ID) is an advantage.
• Advanced verbal and written presentation skills.
• Good leadership skills and ability to work well with all team members
• A detail and Service-oriented team player who can be flexible with hours if necessary and can work with minimal supervision.
• Good adherence to company rules and regulations
• Time management and team skills (some project management involved).
  1The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.
  1The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.
  Primary Location: Philippines-Manila
  Expected Workplace: Hybrid
  Job Posting: Jul 25, 2024, 6:56:18 AM

The tasks and responsibilities of an Access Management Specialist include, but are not limited to the following:

• Responsible for ensuring accurate processing of new accounts and modification of employee accounts.
• Maintain a high degree of customer service for all support queries and adhere to all service management and client service principles of the Firm.
• Take ownership of issues or requests and be proactive when dealing with the issues, ensuring acknowledgement, timely updates and feedback on account administration.
• Log all interactions in the ticketing system, ensuring proper priorities are established and procedures are followed.
• Escalate complex issues to relevant IT support groups or arrange and coordinate external technical support where problems cannot be resolved in-house.
• Monitor the ticket queue and ensure all account-related requests and issues are resolved in an efficient timely manner.
• Responsible in making sure that the team adheres to Firm policies and standards in processing accounts.
• Serve as technical resource for account administration to answer questions, identify needs, make recommendations, and carry out research.
• Create and maintain documentation of account administration procedures, tip sheets, and other documentation as needed to provide efficient flow of communication to the Service Desk and other IT groups including the knowledge base and intranet.
• Escalate complex issues to relevant 2nd and 3rd level IT Support teams.
• Participate in project teams as necessary.
• Responsible in processing key personnel accounts.
• In the absence of the Supervisor, they will be in-charge of providing communication updates to Service Desk leadership and coordinate the management of the team.
• Contribute to team effort through effective communication, cooperation, and coordination with other team members.
• Maintain the practice of continuous improvement and education by attending seminars, etc., and keeping current on new leadership skills.
• Maintain professional and technical knowledge by reviewing related professional publications.
• Ensure hardware and software security; perform all duties in accordance with copyright laws and licensing agreements.
• Maintain a professional demeanor at all times.
• Rotate within other job functions to learn and transfer knowledge skills
• Overtime maybe required and should be expected to meet deadlines. Advance notice will be given whenever possible.
• Regular predictable attendance is required with the mandatory utilization of the Firm’s attendance system.
• Uphold firm, departmental and team rules and procedures.
• Contribute to team effort through communication, cooperation and coordination with other team members.
• Undertake any other reasonable duties as requested by the Access Management Supervisor and Service Management Manager