Description

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 in accordance with 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 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 with regards to 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, in accordance with record retention directives
Record, track, monitor and follow up SLA breaches of incidents and service requests through the Firm’s ticketing system in accordance with 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 Firm and Client identities, network, and data
Manage resolution of issues efficiently and professionally; monitor on going jobs and ensures 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 in accordance with operational processes in compliance with required targets and metrics
Maintain a 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 of KB articles
Follow Firm standard procedures, policies and processes diligently and accurately
Provide back-up support for other team members, as required
Perform other tasks as maybe assigned by management
Analyst may be assigned to a 5-day schedule within 5:00 AM to 10:00PM. 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 in 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 inter-personal 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, fast-paced and stressful environment