Job Description

Position Description

This role is part of the Access Management team within the Customer Care & Experience organization. Responsibilities include creating requests for associate systems access, ordering equipment, performing systems access audits and performing testing of the processes to ensure accuracy. This position will partner with other analysts and teammates to continuously improve the Identity Access Management process across the organization and in support of a great experience for our associates and our customers.

Job Responsibilities

* Submit Service Now requests for systems access adds/changes
* Add/Change users to Avaya agent groups, hierarchy, etc.
* Add/Change users in Verint
* Perform audits of user access for all systems CCE associates use
* Proactively develop and foster relationships with site teammates and partners from other locations
* Identify actions and steps needed to accomplish team objectives, complete initiatives, and recommend process improvements, calling out any risks to the same

Qualifications

* Bachelor's degree, or equivalent combination of education and experience desired
* Operations and/or call center experience a plus
* 2+ years of hands on experience with Verint (Impact 360), Avaya, Service Now, and Genesys
* Attention to detail
* Proficient in Excel, working knowledge with other MS Office applications
* Problem solving skills
* Ability to work collaboratively and efficiently with people at all levels of the business
* Commitment to teamwork, resolving conflicts productively, and developing long-term relationships

Additional Comments

* Can be located in Jacksonville, FL or Charlotte, NC

Ally Overview

Ally Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.

Business Unit/Enterprise Function

Ally Bank is a direct bank in the U.S. that offers a straightforward approach to banking with no minimum deposit required to open an account, no monthly maintenance fees and 24/7 live customer care. A subsidiary of Ally Financial Inc. and member FDIC, the bank offers online savings, interest checking, money market accounts, certificates, and IRA Plans and products. Ally Bank has been named "Best Online Bank" for five of the past seven years by MONEY Magazine.

Total Rewards Information

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally's total compensation -- or total rewards -- extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:

* Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
* Planning for the Future: benefits to help you plan for the near and long term including an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement and other financial well-being programs.
* Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and family stay on track physically, socially, emotionally and financially.
* Building a Family: adoption, surrogacy and fertility support as well as benefits that help you take care of your family -- parental and caregiver leave, back-up child and adult/elder day care program and child-care discounts.
* Work-Life Integration: other benefits including LifeMatters Employee Assistance Program, subsidized and discounted Weight Watchers program and other employee discount programs.