Full-time
Employee Status: Regular
Role Type: Hybrid
Department: Information Technology & Systems
Schedule: Full Time
Shift: Day Shift
**Company Description**:
Experian is the world's leading global information services company. During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.
As the world's leading repository of consumer credit data, Experian is transforming data into solutions that facilitate transactions, ensure financial safety and improve the financial lives of millions of consumers around the world. We have been named by Forbes magazine as one of the "World's Most Innovative Companies" and ranked on Fortune's Best Companies to work for.
Support business as usual (BAU) activities by fulfilling multiple requests for internal users and external clients, following security best practices, guidelines set by the Global Information Security Policy and adherence to the ISO27001 principles and guidance.
Act as point of contact for escalations related to BAU activities as well as supporting additional functions such as Event Management Process, Training, Audit Support and work coordination, IDC new implementations, acquisitions, process improvement and automation.
**Primary responsibilities**
**BAU Support**
- Maintains security administration processes and checks that all requests for support are dealt with according to agreed procedures.
- Provides guidance in defining access rights and privileges.
- Investigates security breaches in accordance with established procedures and recommends required actions and supports / follows up to ensure these are implemented.
- Review requests volumes for all Global Assignment queues
- Accommodate work assignment based on SLA delivery and resources available
- Assess volume of work and inform Lead about any high volumes that will impact SLA delivery.
- Review Non Standard work assignment and delivery dates and accommodate with BAU team for delivery and execution of the tasks.
- Coordinate with Leader and Project Teams for delivery of any nonstandard work based on business needs and requests priority
- Review & monitor all the queues, Inbox, Service Now Forms as appropriate regarding SLA compliance, Job distribution, nonstandard requests & escalate any issues.
- Follow agreed Change Control processes as appropriate.
**Customer Service**
- Responds to common requests for service by providing information to enable fulfilment.
- Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process and advises relevant persons of actions taken.
- Follow & assists in the review of documented procedures based on the platform or services provided.
- Highlight any GAPs of approval, understanding of processes, training and awareness
- Provide support to BAU Team members and raise concerns to management to drive continuous improvements
- Perform Process reviews as required to address and identify improvement areas where required.
**Quality Assurance**
- Follow documented procedures to assure quality and execution of tasks.
- Document incidents and requests to warranty accuracy in metrics gathering based on the FCA requirements.
- Adhere to the privilege of least principle to fulfil requests as required.
- Track any issues for proper investigation making use of the event management process, to identify training needs and process improvements
- Review and asses the events raised for the relevant platforms
- Review the information contained in each event and raise any concerns to the management and provide any additional improvement opportunities.
**Risk Assessment**
- Investigates and reports on hazards and potential risk events within a specific function or business area.
- Participate in risk assessments on BAU platform to identify and address any risks or areas of improvements.
- Execute any improvement driven from the risk assessments.
- Execute risk assessment for any tool our Team manage.
**Security Project Support**
- Under guidance from senior members of the team, assist in the implementation of new security administration and compliance tools.
- Begin to identify key IT Security contacts and business stakeholders.
- Begins to support the development of business processes as part of IAM related to projects.
- Learn about how to use existing IAM experience to develop skills to evaluate the factors which must be addressed in the change program.
- Starts to support the requirements for the implementation of changes in the business process.
- Learn about how the standards for security administration are fit for purpose, current and are correct