User Access Authorization Administrator (UAA) Specialist

Commerz Global Service Solutions; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global service solutions provider based in Kuala Lumpur is seeking a User Access Administrator to manage user accounts and provide technical support. This role requires 2-5 years of experience in IT or User Access Management and involves resolving user inquiries, processing access requests, and collaborating with multiple support levels. The ideal candidate should have strong communication skills and a customer service orientation.

Qualifications

• 2 - 3 years experience in IT-technical subjects or User Access Management.
• Hands-on expertise in user access administration.
• Familiarity with IT security principles and compliance standards.

Responsibilities

• Administer user accounts and ensure compliance with policies.
• Provide technical support and resolve user inquiries.
• Process door access requests and manage access control system.

Skills

User support

Analytical problem-solving

Communication skills

Customer service orientation

Education

Diploma/Degree in IT / IAM / Business Administration

Job description

Overview

The role combines responsibilities for global user access administration and frontline technical support, ensuring secure and compliant management of user accounts, access, and permissions across defined Commerzbank AG applications and systems. Acting as the primary point of contact for 1st-level regional support for users, the role involves troubleshooting common technical issues, responding to user inquiries across multiple channels, and maintaining detailed support tickets. Complex cases are escalated to higher support tiers as required, with a focus on providing efficient, effective support and maintaining high security standards.

Key Activities

• User Access Administration (Authorization Admin):
  • Responsibilities include creating, modifying, and deleting user accounts, unlock or password reset request for managed application.
  • Administer global user accounts and data in compliance with Commerzbank AG and Commerz Global Service Solutions (CGSS) policies, rules, and regulations.
  • Provide guidance to users and address user administration-related issues with competence and a service-oriented approach.
  • Ensure all tickets or requests are completed within agreed SLA.
• User Helpdesk:
  • a) User Support: Responding to user’s queries on the phone (helpdesk hotline), via email, in person, or through remote access (if required).
  • Listen attentively to user’s questions and concerns and offer optimal probable solutions.
  • Prioritize user’s satisfaction in all communications, directing unresolved issues to next-level support.
  • Monitor all entry channels (email, ticketing tools, etc.) on a regular basis to ensure requests are addressed promptly.
  • Coordinate and communicate efficiently with 2nd and 3rd-level support to manage and resolve incidents across various systems and applications.
  • Take an analytical approach to solving challenges of varying complexity in alignment with organizational procedures.
• c) Door Access Request Handling:
  • Process door access requests, including staff movement updates, ad hoc access needs, visitor access, card replacements, and access enable/disablement related to Mandatory Leave (MTA) requirements (for applicable branch).
  • Manage and grant access in the Access Control System for requests raised via PortOS upon approval.
  • Action on door access profile changes which result from recertification exercises.
  • All requests need to be handled in a timely manner based on the agreed SLA and procedure.
• 3) Other responsibilities:
  • Participate in scheduled rotational on-call duties, 24/7 shifts, weekend, and public holiday support.
  • Adhere to all internal policies and procedures, and related Compliance tasks.
  • Assist the Team Head with ad-hoc projects and operational tasks as required, including but not limited to internal/ external audit remediation.
  • Actively participate in knowledge transfer activities to ensure seamless sharing of expertise and information.

This position is based in Kuala Lumpur, Malaysia.

Formal Education

Diploma/Degree in IT / IAM / Business Administration or equivalent. OR

At least 2 - 3 years (Junior Specialist) OR 4 – 5 years (Specialist) of experience in organizational / IT-technical subjects / User Access Management. OR

Specialist Knowledge (work experience, further qualification)

Experience:

Experienced in user support/helpdesk or IT service management, preferably within a global organization, banking, or shared services industry.

Hands-on expertise in user access administration, including the management of accounts, access, permissions, and identity management across multiple systems and applications.

Familiarity with IT security principles, access control best practices, and compliance standards.

Behaviour and traits

Excellent verbal and written communication skills, with the ability to effectively interact with users and stakeholders.

Strong customer service orientation, demonstrating a positive and professional demeanor.

Well-developed analytical and problem-solving skills, with the ability to identify and address issues promptly.

Proactive, self-motivated, and capable of working independently with minimal supervision.