User Account Management Specialist

Title: User Account Management Specialist

Department: Technology Support Services

Campus Location: Arnold/Main Campus

Salary Range: $64,280-$80,350

Work Mode: This position requires regular in-person presence on campus and at alternative locations, depending on class schedule and other assigned duties.

Hours Per Week:40

Work Schedule:

Position Type:Full-Time Staff, Exempt

Position Summary

The User Account Management Specialist develops, implements and manages account management (provisioning) processes and procedures. The individual handles the setup of new employee accounts, secure offboarding, account changes, and legal holds. The User Account Management Specialist plays a key role in quality assurance by testing and verifying account management technology changes. The individual will also oversee the application review process ensuring applications meet college security, accessibility and infrastructure requirements. The User Account Management Specialist plays a key role in supporting a secure and efficient IT environment.

Information and Instructional Technology team members must be dedicated to fostering a culture of excellence. Successful candidates will help IIT build our culture by enabling frictionless service, valuing feedback, and embracing continuous improvement and learning. To support this foundation, IIT has established five pillars. These pillars create a collaborative, supportive, and inclusive professional culture. Successful candidates will be skilled technologists who value AACC's community and people. They will also be empathetic to the challenges faced by our students, faculty, and staff.

Our Characteristics of Excellence are the guiding principles of our Division, empowering our teams to deliver exceptional results and drive success. Successful candidates will treat people with respect, dignity, and fairness, consistently delivering quality results and following through on commitments and responsibilities. They will cultivate teamwork and collaboration, embrace opportunities for improvement and innovation, and maintain open and honest communication with integrity. Additionally, they will appreciate the value of simple, efficient solutions, recognize the importance of building positive relationships, and respect others' time.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis. Employment-based visa sponsorship (including H-1B sponsorship) is not available for any position.

Pay dates occur on the 7th and 22nd of each month. If those dates fall on a weekend, the pay date occurs on the Friday prior to the 7th and 22nd. As an employee of the college, you are eligible for a comprehensive benefits package.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.

Job Duties and Responsibilities

Account Management:
* Collaborates with IT professionals in the implementation and management of the provisioning system and processes.
* Creates, configures, and maintains user accounts for new employees and other users (such as contractors, vendors).
* Creates shared mailboxes, calendars and distribution lists.
* Oversees the administration of M365 services, including Exchange management, generic accounts w/OneDrive, shared mailbox and shared calendar creation, and the creation of PST files.
* Ensures proper management of accounts through their lifecycle including but not limited to name changes and role changes.
* Ensures compliance with internal policies and procedures during the account setup and maintenance processes
* Troubleshoots and resolves account-related issues during the onboarding process.
* Maintains accurate records of account activities for audit purposes

Offboarding and Compliance:
* Performs secure deactivation of accounts for employee-related processes for departing employees.
* Ensures proper data backup and transfer, including access revocation across systems and applications.
* Manages and executes legal hold requests for electronic data to support compliance and litigation needs.
* Maintains accurate records of offboarding activities for audit purposes.

Quality Assurance for Account Management:
* Develops comprehensive test plans for technology updates, system changes, and new implementations.
* Conducts testing and validation of system updates, application changes, and new technology implementations.
* Document and report testing outcomes, highlighting issues or concerns for resolution.
* Collaborate with IT teams to troubleshoot system inconsistencies.

Process Improvement:
* Identifies opportunities to streamline onboarding, offboarding and account management processes.
* Recommends improvements to testing protocols and documentation standards.
* Strives to ensure solutions, systems, and content are secure, accessible, inclusive, and compliant with WCAG and other relevant standards.
* Continuously improves technical skills and knowledge.

Collaboration and Communication:
* Responsible for documenting and maintaining account management guidelines, flowcharts, processes and work instructions. Reviews and updates documents annually.
* Documents and tracks service disruptions and requests in the appropriate systems and provides their supervisor with timely updates on project progress, status, and issues.
* Coordinates with IT professionals providing backup account provisioning services.
* Collaborates with HR, IT, and other departments to ensure timely and secure provisioning and deprovisioning of accounts.
* Acts as a liaison between legal, IT, and business units for compliance-related matters.
* Provides training and guidance to AACC staff and students to develop new technology skills.

Asset Management Support:
* Initiates and oversees IT application, hardware, and service reviews.
* Collaborates with IT subject matter experts to ensure IT security, licensing compliance, accessibility, and infrastructure compatibility for new requests and renewals.
* Provides feedback to management to modernize and enhance processes.

Required Qualifications:

Bachelors degree in the field of information systems, computer science, business administration or a related discipline. In lieu of a Bachelor's degree, candidate may substitute an associate's degree with two additional years of related experience (for a total of four years).

Two year year's work experience in related responsibilities such as user account management, quality assurance and asset management.

Current experience using Microsoft tools such as Active Directory, M365 Admin Portal (Cloud and OnPrem), Exchange Admin Center.

HIGH attention to detail and ability to prioritize tasks.

Strong analytical and problem-solving skills.

Excellent verbal and written communication abilities.

Collaborative mindset with a passion for continuous improvement.

Exceptional analytical, troubleshooting, communication and documentation skills.

Preferred Qualifications:

Experience working in Higher Education.
Experience developing and executing test plans.
Familiarity with legal hold processes and data retention policies.
Experience using: M365 Compliance Console, Azure MS Entra ID, ITSM Ticketing system (such as Team Dynamix), Varonis Dat Advantage, Identity Management System (such as Fischer), Ellucian Colleague, Group Policy Editor.
Demonstrated commitment to providing excellent customer service in a prompt, cooperative, and friendly manner.
Excellent oral, written and interpersonal skills, including a demonstrated ability to provide clear and concise directions and guidance, and translate technical terms for non-technical users.