Lead Customer Support/Access Mgmt Analyst

You desire impactful work.   You’re RGA ready RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 200 Company and listed among its World’s Most Admired Companies , we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all. A Brief Overview Under limited supervision, is responsible for daily management of Service Desk(SD) and Enterprise Access Management(EAM) metrics, operational efficiencies for the IT Support regarding customer support requests and incidents. Ensures required information is collected and documented within tickets. Conducts day to day management of IT Support functions including leading good customer service practices and adherence to RGA business and technical standards.   What you will do Day to day monitoring of the regional team activity to incorporate consistency and best practice operations. Responsible for direct handle of Enterprise Access Management tickets. Relay of information, updates and knowledge to the regional team in a timely manner with occassional updates to knowledge articles and Standard Operating Procedures as applicable. Complete on-boarding and continued training for Service Desk associates on all processes, Standards, and customer service practices. Handle specific escalation requests, monitor critical escalations to completion. Complete audits of completed work by the regional team. Coaching/mentoring of underperforming regional staff to maintain high performance standards. Rotational Holiday/ Weekend coverage Take On Call Rotation as needed Contribute to on-going Service Desk and EAM process improvements and operational efficiencies. May supervise or manage four or fewer staff, and responsible for team's performance; coaches and mentors team members Perform other duties as assigned.   Education            Associate’s or Bachelor’s degree or related experience   Experience         Required             5+ years' Service Desk or technical user support experience Ability to set goals, multitask and prioritize workload for the regional team Ability to create and train on needed informational assets/knowledge applicable to the regional team Ability to be flexible when needed, take initiative, and demonstrate accountability Adept at oral communications, verbal communications, and customer service skills Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions Can resolve application / IT issues through troubleshooting with minimal assistance Independent problem-solving, self-direction and documentation skills Ability to work well within a team environment and participate in department projects Ability to travel if necessary to train people in other locations" Preferred            7+…