IT Service Engineer

Manage customer access to internal and external applications for both internal and external clients. Consults customers on access management issues, fulfils service requests, resolves incidents and contributes to problem resolutions for access and identity management in a way that customers make an outstanding experience. Works in Global environment, serves customers all over the world.
• Manage customer access to over 500 critical applications, adhering to IT Security and Governance standards and regulatory compliance in respect of access and identity management. This includes also the updating of documentation, i.e. describes all access service elements in a way that the request engineers are able to consult with our customers.
• Manages the complete access product lifecycle during releases and infrastructure changes, ensuring that all changes are approved and logged by the responsible. Tracks, adds, changes and removes role definitions.
• Supports access community in case of inquiries by solving those and/or addressing them with the respective responsible.
• Supports the resolution of incidents and problems related to access services acting as 3rd level support.
• Takes over additional responsibilities occurring within the team such as (a) improving the respective processes and the quality management system contributing to enhanced customer experience and higher efficiency and (b) supports compliance and audit reviews.
• Communicates timely, appropriately, clearly and targeted to both internal and external customers as well as to team members.
• Fosters a culture of learning and development. Contributes to and supports team work and team spirit especially across the different shifts and across the different IT CS teams.