End User Support - Information Technology

• Effectively manage Service Now queue(s) and meet SLAs
• Monitor any related mailboxes for user inquiries or requests.
• Effectively Monitor and Support the IAM system
• Manage Escalations as needed
• Continually enhance processes, and procedures to remove inefficiencies from the process
• Communicate and escalate any issues where clarity is needed with team leadership
• Document and update knowledge base articles to ensure all processes are standardized and kept up to date
• Manage audit-related activities
• Manage incident tickets related to IAM issues (includes resolving user issues where the loss of access occurs, severity problem tickets, and standard user issues)
• Work closely with the engineering team to advise on common problems and routine processes that need to be resolved
• Ability to handle multiple tasks and work independently as well as in a team
• Ability to learn and manage other IAM related Operational activities as they arise
• Understand global processes
• Ability to understand the business need and translate into IAM requirements

• Bachelor's degree in Information Systems, Computer Science or a related work experience performing system administrator responsibilities
• 5 years experience in Identity and Access Management
• 3 years experience with Oracle Identity Manager or other Identity Management solutions (Technical or Operational)
• 4 years experience working on an Operations Team
• 3+ years working with end-users to complete requests and troubleshoot incidents
• Experience with Identity and Access Management solutions (OIM, SailPoint IdentityIQ, etc…)
• Experience developing and improving Metrics and KPIs
• Strong understanding and experience integrating Identity Governance Solutions with Applications and other systems
• Solid understanding of Windows AD, Azure, Windows Exchange, O365, Web Services, UNIX, RACF and ACF2
• A good understanding of databases, application integration and connectors
• Experience implementing Role Based Access Controls (RBAC)
• Strong interpersonal, analytical, problem-solving, prioritization, decision-making, and conflict resolution skills
• Proficient in IAM standards and practices

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