IT Account Administration Analyst

Hertfordshire County Council; United States; Remote; USD 65,000 - 88,000; Full time

Job summary

Hertfordshire County Council is seeking an Account Administration & Access Management specialist to support access control and user lifecycle processes. You will work within ICT to provision and de-provision accounts, manage mailbox and shared access permissions, and handle access requests for internal and partner organisations.

You will use Active Directory, Exchange, Azure and Office 365 as part of daily duties, with emphasis on data security, audit trails and service improvement.

Qualifications

• Experience in ICT administration and service request fulfilment.
• Experience with account management and working within structured processes.
• Awareness of ICT security, GDPR and handling data appropriately.
• Ability to maintain clear records and communicate progress professionally.

Responsibilities

• Create, amend, review and disable ICT user accounts per approved requests.
• Process new starter/mover/leaver activity ensuring timely provisioning or removal.
• Administer mailbox, folder and shared access permissions with proper authorisation.
• Manage access requests for HCC users and approved partners; escalate as needed.
• Support access reporting and knowledge management activities across systems.

Skills

ICT administration

Data processing

Service desk

Account management

Attention to detail

Tools

Active Directory

Exchange

Azure

Office 365

Microsoft 365

Job description

Account Administration & Access Management

The Account Administration Team sits within the Resources Directorate as part of the Technology End User Support service. Our role is to support managers and employees by providing, amending, and removing IT access in line with approved service requests, ensuring colleagues have the technology access they need to carry out their roles effectively and securely. As part of the wider End User Support function, the team plays an important role in supporting the day-to-day needs of Hertfordshire County Council employees. We work closely with end users, managers, and ICT colleagues to fulfil access requests, resolve queries, and ensure a positive customer experience throughout the request lifecycle. The team consists of an IT Account Administration Supervisor and three Account Administration Analysts when operating at full capacity. We collaborate with a wide range of teams across ICT, with particularly strong working relationships with the Service Desk, Technical Services, and Cyber Security teams. Account Administration is a well-established team with significant expertise and experience. We are committed to continuous improvement and have successfully automated and streamlined several processes to improve efficiency and customer service. We actively seek opportunities to enhance the way we work, delivering benefits for our team, our customers, and the wider organisation. About the role Account Administration & Access Management

Responsibilities

• Create, amend, review and disable ICT user accounts in line with approved requests, agreed processes and ICT security requirements.
• Process new starter, mover and leaver activity accurately, ensuring access is provisioned, amended or removed in a timely and controlled manner.
• Administer mailbox, folder and shared access permissions, ensuring requests are authorised, recorded and progressed appropriately.
• Manage access requests for HCC users and approved partner organisations, escalating exceptions or security concerns where required.
• Support account administration activity across systems including Active Directory, Exchange, Azure, Office 365 and shared drive access.

SAP Reporting & Active Directory Processing

• Receive, review and process SAP reports into Active Directory using the Z-batch process.
• Complete weekly Z-batch activity and validate account changes carefully to ensure records are accurate and aligned with source information.
• Apply unique identifiers and account updates required for SAP synchronisation, following defined work instructions and exception handling processes.
• Maintain accurate records of actions taken to support audit, troubleshooting and compliance activity.

Software Deployment & Service Request Fulfilment

• Support software deployment activity in line with approved requests, licensing requirements and internal procedures.
• Process ICT service requests relating to account access, mailbox/folder permissions, software allocation and associated administrative tasks.
• Actively manage the Account Admin mailbox and provide timely, professional updates to customers about their service requests.
• Record all request activity clearly in the designated ticket management system, ensuring details, categorisation, prioritisation and updates are accurate.

Knowledge Management, Reporting & Process Compliance

• Add, amend and review knowledge base articles to ensure work instructions, support guidance and process documentation remain accurate and clear.
• Follow precise work instructions and standard operating procedures, raising gaps, risks or improvement opportunities where identified.
• Operate in line with ICT security, GDPR and information governance policies when handling user, account and access data.
• Support access reporting activity, including AD access snapshot reports and other checks required for governance or operational assurance.
• Contribute to access request projects and continuous improvement activity where required., The primary purpose of the role is to ensure that user access and IT requirements are managed accurately, securely, and in accordance with established processes, security standards, and GDPR requirements. It is a rewarding position that offers continuous learning opportunities, helping individuals develop both their technical knowledge and their understanding of the wider business and technology landscape.

In addition to supporting day-to-day business-as-usual activities, the team also contributes to projects and service improvement initiatives, providing varied and engaging work. Regular one-to-one meetings and performance reviews support ongoing development, and employees have the opportunity to progress through the pay scale in line with Hertfordshire County Council's Job Family Framework.

Requirements

• Experience of ICT administration, service request fulfilment, account management, service desk support, business administration or another role requiring accurate data processing.
• Strong attention to detail and the ability to follow precise work instructions consistently.
• Good understanding of user account lifecycle processes, including new starters, movers, leavers and access amendments.
• Awareness of ICT security, GDPR and the importance of handling personal and organisational data appropriately.
• Ability to maintain clear records, update tickets accurately and communicate progress professionally.
• Confident using Microsoft 365 applications and working with structured reports, data lists or system outputs.
• We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation.
• We are not able to offer sponsorship at this time for this role.

Desirable

• Experience working with Active Directory, Exchange, Azure, Office 365 or identity/access management processes.
• Familiarity with SAP reporting, Z-batch processing, SCIM automation or HR-driven account workflows.
• Experience supporting software deployment, mailbox permissions or shared folder access requests.
• Knowledge of ITIL processes such as Request Fulfilment, Incident Management and Knowledge Management.
• Experience working in the public sector, local government or large multi-service ICT environment.

Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required).

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