Analyst, Access Management

Our Global Operating Center located in Manila is pivotal to enhancing the Firm’s operational efficiency and streamlining legal and business services support across our global network. Our center provides comprehensive administrative, financial and operational services across office operations, compliance and new business, finance, technology, human resources, innovation and marketing. By centralizing these critical functions, the center ensures consistency and quality in service delivery while reducing operational costs. Through its integrated approach, our Global Operating Center enables the Firm to focus on its core legal services, drive global growth and maintain high standards of client service across all offices.

The Access Management Analyst reports to and supports the Access Management, Supervisor and Manager. The role requires the ability to perform access management tasks within established procedures and under defined supervision. The Analyst administers employee access to internal systems and processes routine access requests efficiently and accurately in accordance with documented policies, security standards, and audit controls. Furthermore, Analyst demonstrates a working understanding of user access administration and security profiles across applications and systems in a corporate environment. The role requires the ability to identify issues, follow defined troubleshooting steps, and escalate appropriately when requests fall outside standard procedures or require higher‑level review. The Analyst does not exercise independent decision‑making authority and relies on guidance from Specialists or Supervisors for non‑standard, sensitive, or high‑risk access scenarios. In all of the above, exhibits a strong business focus and customer orientation appropriate for a leading global law firm.

The Access Management Analyst is required to work 40 hours per week.

Key responsibilities for this role include:

• Responsible for ensuring accurate and timely processing of new accounts and modification of employee accounts.
• Take ownership of assigned requests and be proactive when dealing with the issues, ensuring acknowledgement, timely updates and feedback on account administration.
• Log all interactions in the ticketing system, ensuring proper priorities are established and procedures are followed.
• Serve as a supporting technical resource for account administration to answer questions, identify needs, make recommendations, and carry out research.
• Create and maintain documentation updates, tip sheets, and knowledge base content and intranet.
• Participate in minor project tasks as assigned.
• Escalate complex, sensitive, or non‑standard access issues to Specialists, Supervisors, or appropriate IT support teams in accordance with escalation procedures.
• Rotate within other job functions as assigned to build foundational knowledge and support skill development.
• Monitor the ticket queue and ensure all account-related requests and issues are resolved in an efficient timely manner.

Additional Responsibilities

• Maintain an attitude and behavior in keeping with our Firm’s Technology Guiding Principles.
• Maintain a high level of professional and technical knowledge.
• Maintain a high degree of customer service for all support queries and adhere to all service management and client service principles of the Firm.
• Contribute to team effort through effective communication, cooperation, and coordination with other team members.
• Maintain technical awareness by reviewing relevant documentation, training materials, and professional resources. Perform all duties in compliance with hardware and software security, copyright laws and licensing agreements.
• Maintain a professional demeanor at all times.
• Overtime maybe required and should be expected to meet deadlines. Advance notice will be given whenever possible.
• Regular predictable attendance is required with the mandatory utilization of the Firm’s attendance system.
• Adhere to firm, departmental and team rules and procedures.
• Perform other reasonable duties as assigned by the Access Management Manager or Supervisor.

Personal Qualifications

• College degree in any IT related course or equivalent work experience.
• >=1-year experience as a Service Desk/Access Management Analyst or <2-year experience as Technical Support/Customer Service Resource.
• Demonstrated ability to follow documented procedures and work effectively under supervision. Above average English communication skills both written and verbal.
• Must be able to multitask and work in a fast-paced environment.
• Strong customer service, problem-solving/trouble-shooting, follow-up and organizational skills.

Technical Experience

• Experience in Active Directory user lifecycle, document management systems (iManage) and remote communications applications/security (Cisco DUO/MS Authenticator).
• Intermediate knowledge of Microsoft-based operating systems (emphasis on M365) and Entra ID.
• Working knowledge of ITIL concepts and service management practices. Familiarity with ServiceNow or similar ticketing systems is an advantage.

This role reports to

Manager, Access Management

Equal Opportunities

White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.

If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.