Representative Senior, BPS Client Service & Support

About the Team

The BPS TA – Global Business Support team provides critical access and entitlement services supporting Business Process Services – Transfer Agency (BPS TA) applications. The team operates in a global coverage model and plays a key role in enabling secure, compliant, and timely access for internal associates and external clients. Working at the intersection of security, compliance, and client service, the team ensures adherence to strict SLAs, governance standards, and audit requirements.

What You Will Be Doing

User Access Administration

• Process new user access requests, access modifications, and access revocations for applications supported by the Access & Entitlements team.
• Perform Good Order Reviews to validate request completeness, approvals, and compliance before processing.
• Own end-to-end access request coordination, including follow-ups and stakeholder communication.
• Track access requests through to completion and provide timely status updates and confirmations to requesters.

Access Provisioning

• Provision, modify, and revoke user access directly for applications where administrator responsibilities reside within the team.
• Ensure access is granted strictly in line with approved roles, entitlements, and organizational security standards.
• Maintain complete ownership of the access lifecycle from request intake through final closure and confirmation.

Ticket Management

• Manage access-related tickets using tools such as ServiceNow (SNOW) and TeamSupport.
• Resolve or coordinate resolution of login issues, access issues, password resets, and other access-related queries.
• Perform quality checks on all tickets prior to closure to ensure accuracy, compliance, and audit readiness.

Governance, Controls & Compliance

• Participate in periodic and cyclical access reviews for applications managed by the team.
• Ensure compliance with internal controls, regulatory requirements, and audit expectations.
• Maintain clear documentation and audit trails for all access-related activities.

Stakeholder & Client Communication

• Provide clear, professional, and timely communication to internal teams, application owners, clients, banks, and third-party vendors.
• Act as a trusted point of contact for access and entitlement-related inquiries.
• Support a global user base across multiple time zones as required.

Other Duties

• Perform other related duties and special projects as assigned.

What You Bring

• Bachelor’s degree or an equivalent combination of education and relevant work experience.
• 6+ years of experience in user access administration, IAM operations, or application access support roles.
• Strong experience working in audit-driven or regulated environments.
• Solid understanding of the user access lifecycle (joiners, movers, leavers).
• Hands-on experience with ticketing systems such as ServiceNow (SNOW) and TeamSupport.
• Knowledge of security controls, access governance standards, and access review processes.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to manage high volumes of work while meeting strict SLAs.
• Excellent verbal and written communication skills.
• Ability to work independently as well as collaboratively within a global team environment.
• Quality-focused, compliance-driven mindset with strong documentation and tracking skills.

(Note: Profiles of Server Administrators, SharePoint Administrators, and UNIX/Windows System Administrators are excluded.)

What We Offer You

• A high-impact role supporting critical business and client applications.
• Strong exposure to information security, access governance, and compliance.
• Opportunity to work in a global operating model with cross-functional stakeholders.
• A multifaceted role with a high degree of responsibility and learning opportunities.
• Competitive salary and benefits.
• A wide range of professional development and career growth opportunities at FIS.