Senior IAM Help Desk Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify, assess, and resolve intricate help desk tickets escalated from Tier 2 help desk personnel.

• Collaborate with Tier 3 Subject Matter Experts to address escalated challenges and document solutions.

• Lead coordination between Operations & Maintenance teams, application development teams, and IAM partners during outages and service degradation.

• Create and sustain help desk process documentation, standards, and best practices.

• Develop and review knowledge artifacts for the help desk.

• Prepare, generate, and submit the weekly Help Desk Report, identifying ticket trends for leadership review.

• Review training documentation for end-users and help desk staff released to Enterprise Service Desk/Help Desk personnel.

• Maintain project, data center, and help desk documentation in SharePoint, JIRA, GitHub, and ServiceNow.

• Manage email distribution lists and disseminate maintenance notifications for IAM SSOi, SSOe, and MPI partners.

• Mentor and provide technical direction to Help Desk Analysts.

• Assist the VA Help Desk Lead with reports, SharePoint and ServiceNow content, and planning and coordinating training sessions.

⛳️ Requirements

• Bachelor's degree in a business or technical field, coupled with 8+ years of relevant experience (or an equivalent combination of education and experience); additional relevant experience may substitute for the degree requirement.

• Proven experience in resolving complex, escalated help desk tickets and acting as a senior escalation point.

• Strong proficiency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.

• Experience in mentoring or providing technical direction to other help desk personnel.

• Excellent communication, analytical, and written skills.

• Ability to work independently within a team-focused environment.

• Capability to obtain and maintain a suitability/public trust clearance.

• Preferred: Experience in supporting an IAM/ICAM or other IT program at the Department of Veterans Affairs or a different federal civilian agency.

• Preferred: Familiarity with IAM/ICAM concepts and technologies, such as SSO, MFA, PKI/CAC, and Master Person Index (MPI)/identity resolution.

• Preferred: Working knowledge of ITIL service management practices, including incident, problem, and knowledge management.

• Preferred: Experience in developing or maintaining SharePoint sites and knowledge-base content.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and training.

• Flexible work schedules and remote work options.

• Competitive salary and performance-based incentives.

• Generous paid time off and holiday schedule.