Access Management Analyst



   Job Order
Posted Date
Tuesday, January 14, 2020

Sr. Access Management Analyst
Location: McLean, VA or Memphis, TN

Immediate new job opportunity as an Access Management Analyst. This role will be joining our client's growing Global Access Management team based in Memphis, TN or McLean, VA. You will be responsible for collaborating with the Director, Cyber Security and Manager, Access Management. You will be responsible for coordinating access management support activities for thousands of global users across over 150 business applications and systems.

o Serve as the first level of support for a wide ranging and often changing landscape of access-related issues and requests
o Triage access management incidents (issues) and service requests, determining, through a mix of analysis, communication and troubleshooting, the:
o Issue/request type
o Issue/request complexity
o Severity, impact and priority
o Potential root causes
o Responsible parties (i.e. "Resolvers")
o Required approvals
o Leverage a broad understanding of established and evolving access management concepts, systems and solution designs in order to efficiently and effectively troubleshoot and resolve access related issues as well as to propose and/or document potential solutions to accommodate access requests, access automation enhancements, etc.
o Coordinate the communication and assignment of work tasks in support of the resolution of access issues and implementation of access service requests to a variety of different stakeholders at a variety of different levels
o Follow-up regularly on outstanding incidents and service requests with assigned resolvers, approvers and other responsible parties
o Respond to status inquiries and escalation requests and coordinate any follow up action items;
o Manage the documentation and automated/manual workflow routing of a wide variety of types of service requests, including but not limited to:
o User access requests
o Role Based Access Control (RBAC) profile changes
o Access provisioning automation enhancements
o Access requirements analysis and access design
o Access role standardization
o Access review and exception remediation
o Access reporting requests
o Monitor ticket intake to ensure appropriate service levels for ticket acknowledgement, ticket analysis, ticket assignment and ticket resolution;
o Tactically project manage and individually contribute for larger, high-impact support initiatives requiring multi-week efforts with multiple stakeholder groups, including:
o Meeting coordination
o Request analysis
o Requirements gathering
o Resolution management
o Testing / validation of fixes
o Perform regular status reporting, creation of presentation materials and participation in committees
o Escalate access support activities where first and second level support groups cannot resolve;
o Support further development of the team's access management policies, procedures and standards
o Participate in the migration and enhancement of support systems to the enterprise ServiceNow standard.

Required Skills:
o Expertise with enterprise IT / incident / request / ticket management, with skills & communication above a typical L1/L2 service desk agent. This person would be the primary quarterback on the team responsible for ticket triage & routing, escalations, coordinating actions/meetings across stakeholders, etc.
o Attention to detail and ability to understand and apply fluid technical concepts
o Ability to navigate and establish relationships with a broad and diverse set of internal/external stakeholders
o Superior project management skills, including the ability to drive tasks to completion among a variety of responsible parties
o Disciplined alignment to established information security policies and user access operating procedures and adaptive where guidance is not present
o BA/BS Bachelor's Degree
o Eight years of overall IT experience
o Three years of Information Security experience or technical support experience
o Travel - up to 25% of the time