IAM Analyst

Schedule: Sunday Day Shift 8am - 7pm, and M - W 12pm - 11pm

Summary/Objective

This position assists ACA Human Resources, Management and End-Users as an Access Administrator to online tools and third-party application access. Activities require interaction with ACA staff and third-party support teams to diagnose and resolve access problems. The position utilizes one-on-one consultancy to end users and ACA IT staff. The position’s responsibilities require excellent communication and problem-solving skills.

Responsibilities

• Serve as the end-user (customer) facing component of the Information Security department.
• Responsible for creating new associate profiles upon hire date.
• Assists in access removal of terminated and/or resigning associate’s user profiles within established standards and guidelines.
• Must be able to communicate clearly and effectively with management to assist and resolve associate access issues that may affect daily job responsibilities.
• Ask questions to determine the nature of an issue and walk end-users (customers) through problem-solving strategies.
• Assists in configuration and ongoing usability of skip site tools and user profiles within established standards and guidelines.
• Gain feedback and follow-up with customers to ensure issues have been resolved.
• Respond to queries either in person or over the phone being accountable to a hotline system.
• Respond to ticket queries for end-users (customers) seeking assistance.
• Provide technical assistance and support for incoming queries and issues related to third-party access credentials.
• Use and manage a ticketing system.
• Assists in maintaining a secure computing environment within established compliance standards and guidelines.
• Must be able to multitask while working between new hire and existing user requests.

Requirements

• Experience with customers in a technical support capacity.
• Ability to demonstrate computer usage and knowledge of Microsoft Windows.
• Associates Degree in Networking or related certifications or 2yr related work experience preferred.
• Must be a team player with the strong ability to multi-task and work in a deadline-driven environment.
• Detail-oriented and strongly effective analytical skills.
• The ability to quickly assess problems and find workable solutions.
• Excellent interpersonal, written, and verbal communication skills.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Schedule

This is a full-time position with a work schedule of Monday-Friday with some schedule variations of weekday, weekend, and sometimes monthly on-call duties as needed.

Travel

Up to 5% local travel is expected for this position.