IAM End User Technical Support IAM End User Technical Support …

TEKsystems (Allegis Group Singapore Pte Ltd)
in Singapore
Contract, Full time
Be the first to apply
TEKsystems (Allegis Group Singapore Pte Ltd)
in Singapore
Contract, Full time
Be the first to apply
IAM End User Technical Support
The scope of support services at the company for end user support in Access (Sailpoint, Thycotic, Siteminder, LDAP) application support services would include:
  • Assist IAM Engineering in developing new automation and user-facing capabilities
    • Technical user support
    • Responding to and resolving Help Desk (HD) tickets for all Access In-Scope users globally
    • Responding to and resolving Access-related incidents (bugs/defects/problems/enhancements) as reported in Service Now (SNOW) and potentially e-mails.
    • Responding to and resolving break-fix issues, as they relate to Access not functioning properly, or not functioning properly with downstream applications such as AD, email, LDAP, O365, etc.
  • Track issues and translate to system improvement requirements
  • Understanding, using and/or following Problem and Change Management tools and processes
  • In addition, these resources will assist in providing information for reasonable requests associated with urgent, ad-hoc information. These requests are ad-hoc and not part of the SNOW process.
  • Data Analysis:
    • Validation and re-conciliation of data between Workday and LDAP and associated data quality analysis, for Access in-scope identities and terminations.
    • Resolving mismatches between Access identities and associated user accounts
    • Resolving attribute issues for Access managed and out-of-scope users to help determine gaps and fixes to the support model
    • Performing account analysis between LDAP Directory, AD, O365, AAD, etc. to true up accounts, ensure terminations are in sync for Access in-scope identities.
  • Support, Classification, Activities, Accounts
    • Provisioning Account, Reconciling Accounts, Fixing Accounts (for example, fixing incomplete Access accounts created during initial reconciliation)
    • Capture trends and identify gaps
    • Unlinking accounts (and updating LDAP attributes for users IAM Support Requests
    • Update contractors accounts based on issue
    • Walk end users through self service tools
    • Educating end users about the Online Access Request
    • De-provisioning/Provisioning accounts related to employee transfer
    • Production Requirements that needs to be met that are not part of current design
    • Work on tasks/defects as assigned by IAM Others
    • Bulk update of contractors details (end date, contact)
Desired Qualifications/Certifications:
  • 5+ years in IAM provisioning and support with knowledge of AD, LDAP and O365.
  • 5+ end user support
  • Preferred knowledge of Azure AD and Azure as well.
  • Service Now experience for support monitoring and ticket processing.
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