System Support Specialist

2 weeks ago

Princeton, United States Dow Jones Full time

About us**:
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

**About the Role**

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Senior Manager, Identity and Access and be based in our Princeton, NJ office.

**You Will**:

- Provide technical expertise related to SSO, SAML and other proprietary and non-proprietary protocols used by Dow Jones during pre-sales activities and client prospect meetings.
- Work closely with Sales to migrate PIB customers off of legacy authentication/login schemes such as Group Account with the ultimate goal of sunsetting outdated/insecure solutions.
- Act as project manager/coordinator and key point of contact for all SAML implementations and migrations.
- Manage and act as key contact for our customer integrations for DowJones products.
- Work closely with Account Development Executives (Sales) providing technical input into all relevant customer relationship activities as related to SAML-SSO and seamless authentication.
- Work closely with Product, Technology, and Engineering to develop and maintain expertise across all solution offerings ensuring the latest and most appropriate capabilities are reviewed with the account team.
- Leverage CRM system and reporting to monitor and increase active users and user login success.
- Maintain records of all customer interactions, opportunities and projects in the CRM system.
- Act as SME and escalation point for SAML-SSO implementations across both PIB and Consumer products.
- Contribute to development and continual improvement of internal support documentation and training materials for 1st and 2nd level support teams.
- Create and maintain enterprise profiles for SAML-SSO customers which will aid in 1st & 2nd level support of customers, minimizing escalations and improving first call resolution.
- Provide guidance to Product for future technology adoption based upon customer feedback.
- Be responsible for ensuring that the overall deliverable meets the business needs.
- Develop project documentation, requirements definition, project plans, lead meetings/discussions, document meeting minutes/action items/open items, follow up on open items through completion.

**You Have**:

- Exceptional communication skills, including the ability to gather relevant information, actively listen and communicate ideas effectively to technical and non technical users and to stakeholders at all levels across multiple business units.
- 2+ years experience in a customer facing technical role.
- Excellent problem-solving skills and development of creative solutions, leadership, teamwork and collaboration skills.Results oriented, high energy, self-motivated and continuous learner.
- Ability to manage tasks independently and take ownership of responsibilities.
- Flexibility to adjust to multiple demands, priorities, ambiguity, and rapid change.
- Knowledge of networking or communication protocols including HTTP,HTML,XML and other common protocols.
- High level understanding of how to troubleshoot network connectivity issues related to a customer's network infrastructure(IP based)
- Advanced problem solving and analytical skills with the ability to evaluate issues/conflicts and make timely decisions that benefit both the customer and the business
- You have a Bachelor's degree in computer science, or an equivalent combination of education and experience.
- Experience with Okta,Ping federate,Microsoft Azure:

- Knowledge and experience with Identity and Access Management technologies (preferred).
- High level understanding of how to troubleshoot network connectivity issues related to a customer's network infrastructure(IP based) (preferred).
- Strong understanding of SAML/SSO processes or relevant work experience in the identity and access management field (preferred).

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