Account Provisioning Lead

Location: Bon Secours Health System Group Office Cork
Reporting to: Group Head of IT Service Delivery

Contract: 1 Year FTC

Bon Secours Health System is seeking an experienced and highly organised Account Provisioning Lead to provide operational ownership and oversight of User Access Management (UAM) processes across the organisation.

This key role will be responsible for the governance coordination and continuous improvement of user account provisioning modification review and deactivation processes across clinical and non-clinical systems. Working closely with IT HR Cybersecurity teams external service providers and operational stakeholders the successful candidate will ensure secure efficient and compliant access management practices that support both patient care and business operations.

• Oversee and coordinate all user onboarding movers and leavers processes.
• Manage non-standard and escalated account provisioning requests.
• Administer privileged clinical and sensitive access requests.
• Coordinate urgent access requests for late hires locums agency staff and emergency onboarding scenarios.
• Investigate and resolve account-related incidents impacting patient care or business operations.
• Maintain accurate records and documentation relating to access management activities.
• Ensure all access requests are processed accurately securely and within agreed service levels.

• Coordinate user provisioning de-provisioning and access modification requests through the external Service Desk and internal IT teams.
• Act as the primary point of contact for operational user access activities across the organisation.
• Monitor request queues and service performance escalating issues where necessary.
• Support the administration configuration and continual improvement of the ServiceNow platform.
• Assist in maintaining service request workflows catalogues forms reporting and automation opportunities.
• Produce operational reports dashboards and management information to support service delivery.
• Support IT asset management activities and contribute to maintaining the IT Service Catalogue.

• Support governance and audit requirements relating to user access reviews and compliance activities.
• Ensure access provisioning processes comply with organisational policies security standards regulatory requirements and information governance obligations.
• Support internal and external audits relating to user access management IT service management processes and asset management.
• Promote adherence to ITIL-aligned service management processes and industry best practice.

• Identify recurring operational issues and recommend improvements to processes workflows and services.
• Support Problem Management activities including trend analysis and root cause investigations.
• Contribute to service improvement initiatives process optimisation and automation opportunities.
• Assist in maintaining high standards of data quality across ServiceNow and related systems.

• Build effective working relationships with Business Service Managers system owners technical teams service providers HR Cybersecurity and operational stakeholders.
• Act as a liaison between the organisation and external Service Desk providers for access management and operational service delivery matters.
• Communicate service performance information operational updates and recommendations to relevant stakeholders.
• Participate in service reviews operational meetings and project activities as required.

• Third-level qualification in Information Technology Computer Science Business Information Systems or a related discipline or equivalent relevant experience.

• CompTIA A certification.
• ServiceNow Administrator certification or equivalent ServiceNow-related certification.
• Relevant professional qualification in IT Service Management.

• Experience working within an IT Service Management Service Desk IT Operations or similar environment.
• Experience coordinating user provisioning onboarding offboarding or access management processes.
• Experience using ServiceNow or a similar service management platform.
• Experience working with internal stakeholders and third-party service providers.

• Experience within a healthcare or other highly regulated environment.
• Experience supporting ITIL processes including Change Management Problem Management Asset Management or Service Catalogue Management.
• Experience producing KPI reports dashboards and service performance metrics.
• Experience configuring or administering ServiceNow.

• Excellent organisational and administrative skills.
• Strong communication and stakeholder management abilities.
• Ability to prioritise and manage multiple tasks simultaneously.
• Strong analytical and problem-solving skills.
• Ability to interpret service performance data and identify trends.
• Proficiency in Microsoft Office applications particularly Excel and reporting tools.
• Ability to work independently and collaboratively within a team environment.
• Strong attention to detail and commitment to quality.

• Knowledge of ITIL frameworks and service management best practice.
• Understanding of Identity and Access Management (IAM) principles.
• Experience with reporting dashboard creation and service analytics.
• Knowledge of asset management and Configuration Management Database (CMDB) processes.
• Experience supporting service improvement initiatives and process automation.

This is an excellent opportunity to play a key role in strengthening access management operational governance and service excellence across one of Irelands leading healthcare organisations. You will work alongside experienced professionals in a collaborative environment focused on continuous improvement innovation and supporting the delivery of exceptional healthcare services.

If you are a motivated and detail-oriented professional with a passion for operational excellence service management and user access governance we would love to hear from you.

Bon Secours Health System is an equal opportunities employer. Our values of Human Dignity Compassion Stewardship Service and Integrity guide everything we do. We are committed to fostering an inclusive and supportive workplace where all employees have the opportunity to thrive. We welcome applications from individuals of all backgrounds abilities and perspectives and provide reasonable accommodations throughout the recruitment process. If you require any assistance please contact us.