Job Title:IT Account Administration Analyst
Starting Salary: £28,608 progressing to £32,046per annum (pro rata for part time)
Hours: 37 hours (Monday-Thursday 08:30-17:00 & Friday 08:30-16:30)
Location: Hybrid working (Office location = Robertson House.Mostly home working)

Contract Type: Permanent
Directorate: Resources

About the team

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

• 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.

About you

Essential:

• 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.

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.

Working within the IT Account Administration team provides an excellent opportunity to collaborate with a wide range of ICT teams, gaining exposure to different service areas and developing a broader understanding of how technology services support the organisation. This role offers valuable experience across a variety of technologies, including Active Directory, Exchange Online, SharePoint, and other core systems, providing a strong foundation for career development and progression within ICT.

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.

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.

This job role is Level 7. Please locate the job profile here:

Job profiles - Corporate services

Interview Date: 19th - 30th October

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Additional information

We are changing
Hertfordshire County Councilis undergoing Local Government Reorganisation (LGR). If you are employed by Hertfordshire County on 1 April 2028, it is expected that most roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better. To find out more, visit https://www.hertfordshire-lgr.co.uk/

DisabilityConfident
We are proud to be a 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). Further information about the legal requirement can be found here.