Access Management Support Coordinator



   Job Order
Posted Date
Tuesday, August 27, 2019

Access Management Support Coordinator
Mclean, VA or Memphis TN
12 month+ Contract

IMMEDIATE NEW JOB OPENING for an Access Management Support Coordinator to join our team and work on-site at our client's global HQ's based out of either Mclean, VA or Memphis, TN. This role will join a dynamic and growing Global Access Management team, collaborating with the Director, Cyber Security and Manager, Access Management.
This role will be responsible for coordinating access management support activities for thousands of global users across over 150 business applications and systems. This position is a foundational role within a quickly growing team, with potential opportunity for contract-to-hire within the access management, information security, and broader technology organizations.

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 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 Project manage
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 Superior project management skills, including the ability to drive tasks to completion among a variety of responsible parties
o Ability to manage project team/resolver task-load independently with minimal supervision
o Strong status reporting and meeting coordination skills
o Solid grasp of general access management and information security concepts, including the Principal of Least Privilege, access appropriate to role, and segregation of duties
o Disciplined alignment to established information security policies and user access operating procedures and adaptive where guidance is not present
o Ability to translate technical system access and security concepts into business-friendly language
o BA/BS Bachelor's Degree
o Eight (8) years of overall IT experience
o Three (3) years of Information Security experience or technical support experience
o Travel - up to 25% of the time

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