Analyst, Operational Help Desk

The Analyst, Operational Help Desk will perform various Identity and Access Management-related services to ensure the confidentiality, integrity, availability, and non-repudiation of the Firm and Client data, information, and information systems through excellent customer and technical service support. Be part of a centralized team that implements and maintains all aspects of identity and access management per the firm’s ISMS policy, technical procedures and processes.

Responsibilities:

• Implement centralized on-boarding and off-boarding processes and procedures to create, provision, modify, de-provision, and delete user accounts and other objects in the Active Directory and other firm systems
• Manage Active Directory objects such as user accounts, security groups, distribution groups, and network shares
• Assist with User Lifecycle Management (provisioning, de-provisioning, modifying) accounts, distribution lists, security groups, mailboxes and service accounts
• Perform periodic operational tasks to enforce the Firm’s relevant security policies and controls concerning the user, computer and service accounts (e.g., stale password, disabled/inactive accounts, etc.)
• Process approved system access requests to reflect authorized user and resource administration, maintaining all documentation on file for audit review, per record retention directives
• Record, track, monitor and follow up on SLA breaches of incidents and service requests through the Firm’s ticketing system following the defined Incident and Request Management Processes
• Maintain knowledge of current IAM best practices and the ability to work with the IAM team to implement measures to protect the Firm and
• Client identities, network, and data
• Manage resolution of issues efficiently and professionally; monitor on going jobs and ensuring immediate resolution of the reported problem
• Identifies opportunities to improve and implement IAM processes and technologies that will enhance the Firm's ability to provide effective IAM
• Escalate and coordinate unresolved incidents to the appropriate support team by following defined escalation procedures
• Provide on-time status and communication to end-users regarding outstanding and resolved incidents
• Perform day-to-day tasks and assignments following operational processes in compliance with required targets and metrics
• Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training,
• reading and participating in projects and improvement initiatives
• Communicate technical or operational issues encountered during the shift
• Propose and recommend improvements and updates to KB articles
• Follow Firm standard procedures, policies, and processes diligently and accurately
• Provide backup support for other team members, as required
• Perform other tasks as may be assigned by management
• Analyst may be assigned to a 5-day schedule from 5:00 AM to 10:00 PM. The final schedule will be discussed and arranged between the Analyst and Supervisor/Manager

Skills and Experience:

• Good operational experience involving identity and access management particularly on-boarding and off-boarding processes in an enterprise environment following/aligned to ITIL best practices
• Good knowledge of Active Directory administration
• Good process methodology experience
• Possess the drive and ability to see problems through to resolution
• Thoroughness in terms of following defined processes diligently and accurately
• Ability to quickly learn and understand new technology and applications
• Has initiative, sense of responsibility, and commitment to work
• Good customer service skills
• Good interpersonal skills and ability to work in a team environment
• Must be able to speak and write fluent English (and Spanish for BAC roles)
• Willing to work overtime as necessary
• Willing to work on shifting schedule including weekends
• Able to multi-task, in a fast-paced and stressful environment