IAM Support Engineer

2 weeks ago


Bloomington, United States VDart Inc Full time
Job DescriptionJob Description

Role: IAM Support Engineer

Duration: 06+ Months

Location: 100% Remote

Job Description:

  • This is the requirement the EAA noted would be focused on by onshore.
  • Work Requirement 1 - Complete Management of IAM Suite's Support Tickets:
  • The service provider must completely handle the IAM Suite's Support Tickets including troubleshooting issues, providing solutions, and performing manual requests.

The service provider must be able to handle:

  • Access Request Tool Suite tickets (i.e. Answering unique Access Request Tool Suite. It may sometimes be a bug or how to use ticket)
  • Identity tickets (i.e. Answering tickets such as "What does caller need to do for Associate Verification?" and "What passwords can be changed on Security and Password Change site?").
  • Bulk Add Request tickets (i.e. Add/remove a bulk of members to a group. This is done when there is a lot of members to add/remove, and we want to omit manager/owner approval process)
  • Agency Support tickets (i.e. Adding agents to DL's)
  • AAI tickets (i.e. Creating the AAI process ID and link with AAI group)
  • A transitional period may occur which the service provider team can request assistance from the IAM Suite.
  • The service provider must use knowledge items and documentation previously created to support business partners.
  • The service provider must get to a state where they will be self-directed and managed.
  • The service provider must be able to scale their knowledge.
  • The service provider can receive questions and solve solutions through Viva Engage, Distribution Lists, and Service Now.
  • Metrics must be gathered on the tickets handled.



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