CWR - Technical Support

2 weeks ago

Princeton, United States eTeam Full time
Job title:- Systems Support Specialist
Location:- Princeton, NJ 08543
Duration:- 06 Months Contract to hire role
Hybrid - Required to come to office 1x a month, but candidate but me flexible that this requirement could increase based on company decisions.
Pay rate:- $37/hr on W2 without any benefits

Key Responsibilities:
  • Embrace the Core Values, Mission and Vision of the department
  • Engage in requirements gathering, analyze business processes, and provide recommendations and single sign on solutions to clients and sales
  • Install, integrate, configure, test, and deploy Identity and Access Management solutions
  • Provide knowledge transfer, training, and support to new hire and peers as necessary
  • Remain current on SAML-SSO market trends, tools, methodologies, and best practices
  • Report status and escalate issues and risks.
  • Troubleshoot and resolve routine issues and problems.
  • Meet customer needs within SLAs and quality commitment KPIs
  • Propose ideas and recommendations; assist with implementing process improvements
  • Author technical documentation and create documentation for new processes
  • Bring solutions to customers and help with the migration of customer data
  • Respond to and address customer issues and concerns, providing exceptional customer support and service
  • Work on special projects and other duties as assigned by management
Required:
  • 3+ years' experience in a customer facing technical role and should be aligned with Access Management solutions
  • 3+ years of hands-on experience in any of Access Management products such as Okta,, PingFederate and Microsoft Azure etc.
  • Must have working experience in integration of multiple applications with any one of above-mentioned Access management tools
  • Ability to motivate and inspire the team towards achievement of service excellence
  • Strong knowledge of technologies which impact Dow Jones solutions including I.T. Infrastructure, Authentication, Connectivity, Content Delivery, Web Services API, XML/HTML, HTTP / HTTPS protocol, SAML and Single Sign-on solutions
  • Strong project management and project coordination skills
  • Basic understanding of LDAP and active directory
  • Ability to coach, train, and provide feedback to team members with the goal of improving skills and accomplishing goals
  • 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
  • Excellent communication skills with ability to explain complex ideas at a level appropriate to the audience
  • Collaborate with Customer Service colleagues, Technical Support, Sales, Product, internal stakeholders, and customers.
  • Experience running multiple parallel efforts/projects; Strong multi-tasking skills
  • Ability to build positive working relationships with external and internal customers through understanding of the technical environment, assess needs and solve problems to facilitate the accomplishment of work goals
  • Ability to quickly assimilate and apply new information relating to web technologies and information services
  • Excellent listening, negotiation and presentation skills. Proficiency in Microsoft Office, including Sales Force, and advanced Excel skills.
Preferred:
  • Experience using Splunk, PingFederate, Microsoft Azure, Salesforce and Jira.
  • Bachelor's degree in computer science, or an equivalent combination of education and experience.
  • Thorough understanding and work experience for technologies such as Header based Single Sign On, SAML, OAuth, Ws-Fed, Ws-Trust, IWA based authentication etc.

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