Senior Ms Analyst

Summary

Join IDMWORKS, an award-winning IAM solutions firm, and become an integral part of a dedicated team. We offer a comprehensive range of services to diverse sectors, enabling secure and efficient access management. As a pioneer in remote work, we provide a collaborative environment fostering long-term business partnerships. This role requires providing real-time resolution for technical and non-technical customer issues, performing problem management, and enhancing knowledge through new technology learning. The ideal candidate possesses 3-6 years of L2 support experience, IAM component knowledge, and strong analytical and communication skills.

Requirements

• 3 - 6 years of support experience providing L2 support
• Knowledge and hands-on experience with any of the following IAM components: Identity Governance & Administration, Access Management SSO/Federation, Privileged Access Management, Enterprise Directories
• 5+ years of experience within information technology
• Knowledge of Windows Server, SQL Server, IIS, Unix/Linux, and basic networking
• Ability to understand and enhance programming logic written in Java, XML, SQL, Perl etc
• Understanding of source control and support tools like ServiceNow, Service Cloud etc
• Experience with web application servers (Tomcat, WebSphere, WebLogic, JBOSS, etc.)
• Knowledge of enterprise directories (LDAP, Active Directory, etc.)
• Good communication and interpersonal skills
• Good analytical approach and problem-solving skills

Responsibilities

• Provide real time resolution on a wide range of technical and non-technical customer issues
• Perform problem management – root cause analysis and provide resolution / workarounds
• Troubleshoot and actively work on major incidents (P1) Escalate the issue to Sr. Analyst / L3 team within SLAs for complex incidents
• Document FAQs, artifacts, and other knowledge management documents
• Perform development and enhancement activities based on customer requirements
• Willingness to receive calls and support outside of regular business hours and over weekend (as required)
• Enhance the knowledge by learning new technology (primary and secondary skill)
• Provide assistance and cover for other team members when required
• Other duties as required

Preferred Qualifications

ITIL v3 Foundation or above