Managed Standard Service Technical Lead
ASC Connections
5d ago
source : Reverse Delta

IDAM - Technical SpecialistIdentity and Authentication Management (IDAM) IT Specialist provides senior level technical support services to users and organizations for the IDAM Standard Service.

TAbout the roleProvides technical information and support on the evaluation, installation, acquisition and use of the IDAM Standard Service.

Works with Problem Management to documents root cause and potential solutions to problems and recommends changes (including fundamental ones) to system configurations to prevent recurrences.

Evaluates usage patterns and recommends methods for improving the information on the Incident and problem resolution knowledge base.

Manages, establishes and troubleshoots issues with using the IDAM Standard Service, including detailing issues in service process / procedure and recommending improvements.

Plans and schedules installation and configuration of the IDAM Standard Service Installation Service Requests, as well as customer self-service methods and practices for troubleshooting, recovering and improving the IDAM Standard Service usage.

Implements new functions and facilitates migration to more modern platforms supporting the IDAM Standard Service, testing and implementing new releases and providing team training on operating the upgraded service.

Coaches the Customer Services team in the selection and application of appropriate incident / problem solving methods and techniques associated with the specific IDAM Standard Service, providing advice on work methods, practices and procedures, and assists the team and / or individual members in identifying the parameters of a viable solution.

Serves as consultant in specialty areas related to that concern a variety of functional operations associated to the IDAM Standard Service and provides technical assistance, advice and training related to IDAM Standard Services operation to employees and customers.

Identifies, distributes and actions workload and tasks across operations teams and delivery partners in accordance with established Service Request workflows.

Prepares reports and maintains records of work accomplishments and administrative information in support of Service Request completionsDefines and establishes targets and timelines for the completion of workpackage requests, tasks, and activities as the technical support lead, drafting technical and / or administrative documentation as required to support contingency plans, risk assessments for delivery and Service Acceptance (if non-standard).

Monitor and report on the status and progress of Service requests and workpackage delivery, checking on work in progress and reviewing completed work to see that work priorities, methods, deadlines and quality have been met.

Coordinates and oversees the development of IDAM Standard Service documentation on deliveries to customers (internal and / or external)Supports planning and delivery IDAM Standard Service support services, including installation, configuration, troubleshooting, customer assistance and / or training, in response to customer requests.

If requested / required articulates and communicates to delivery partners the assignment, workpackage, problem to be solved, actionable events, milestones, and / or delivery issues under review, and deadlines and time frames for completion.

The succesfful candidate will have experience of Demonstrable experience of working within the scope of the IDAM Standard Service, able to demonstrate a track record of providing technical support at an experienced level to internal and external teams.

The IDAM Technical Specialist will have good knowledge of supporting Identity and Authentication Management (IDAM) services, including but not limited to : Network Access Management tools, Microsoft Active Directory, LDAP services, Microsoft Identity Manager, 2FA, Global Protect, Verisign VIP, RSA tokens, Oracle Access Manager, Privileged Account Management tools and other tools as deployed in the business to identify users and their access rights.

ITS currently uses tools from a broad number of providers and expertise / experience with current and common IDAM tools would be beneficial.

Analytical ability combined with a comprehensive technical knowledge of the functions, processes, and principles Comprehensive knowledge of organisation resources and methods sufficient to plan and execute work activities and schedule tasks to meet agreed target deadlines.

  • Attention to Detail - Is thorough when performing work and conscientious about attending to detailCustomer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, customer staff, individuals who work for Serco, or partner organisations) to assess provide information or assistance, resolve their problems, or satisfy their expectations;
  • knows about available IDAM Standard Services (and variants); is committed to providing quality support and high quality IDAM Standard Services.

    Due to the nature of the role you will be required to undergo security clearance for this role. You will also need to have a driving licence.

    Please note, if your application is suitable, one of our consultants will call you within 5 working days. If you have not heard from us within this time, your application has unfortunately been unsuccessful, however we will keep your CV on file to consider you for future opportunities.

  • ASC Connections is a leading recruitment business specialising within areas of Engineering & Manufacturing, IT and Supply Chain &
  • Procurement. We also recruit for Business Support roles & Executive level positions. We operate as an Employment Business or an Employment Agency for all temporary and permanent roles respectively.

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