Infra Support Professional

Job Description

This role is focused on operational support for multiple Identity and Access services. Daily operations support includes system checks, maintenance, end-user support, and problem resolution. Daily operations support requires interactions with Subject Matter Experts, as well as end-users at a variety of levels within the client organization. Sr. Consultants are expected to go above and beyond standard processes to diagnose and troubleshoot issues, provide solutions, and contribute process improvements when possible. This team supports global sites and services making excellent written and verbal communication skills of utmost importance. Services covered include: Remote Access Services, Identity and Access Management, Active Directory, and Privileged Access. Microsoft Identity Manager 2016 CyberArk Hitachi ID Password Manager SailPoint IIQ Azure Active Directory Connect Active Directory F5 Big-IP Support incidents and requests are tracked using ServiceNow. Being able to clearly and correctly document the issue, troubleshooting steps completed, resolution, and resolution classification is a critical and a core part of this role. Following documented processes for known issues and troubleshooting undocumented processes for unknown issues is expected. Good communication skills, both written and verbal Strong documentation skills, both technical and for end-users Ability to operate well in a team environment 2+ years of Identity Management experience 2+ years of Active Directory experience Ability to operate in regulated business environment (where compliance to government regulations is critically important) Proven ability to multi-task efficiently Proven ability to effectively troubleshoot technology issues, provide solutions, and share that solution in a repeatable manner Fluent in English