ICAM and UC System Support Specialist

1 week ago

Washington, United States Ideal Innovations Incorporated Full time
Job Title: ICAM and UC System Support Specialist

Ideal Innovations Incorporated is seeking a highly skilled ICAM and UC System Support Specialist to fill a critical role in our Washington, D.C. office.

Job Summary:

The ICAM and UC System Support Specialist will provide critical support to the FBI's Identity, Credential, and Access Management (ICAM) and Unified Communications (UC) portfolio and program. This role requires a strong understanding of ICAM and UC systems, as well as excellent problem-solving and communication skills.

Key Responsibilities:
  • Monitor, troubleshoot, operate, and maintain the FBI ICAM and UC system infrastructures.
  • Continuously monitor and track the ticket queue and troubleshoot, address issues, and resolve unplanned service interruptions.
  • Support, administer, maintain, and utilize ICAM/UC systems and applications.
  • Utilize FBI enterprise workflow applications/tools/ticketing systems.
  • Support Agile process and perform as agile team members.
  • Analyze, author, and/or maintain O&M support services documentation.
  • Administer, maintain, operate and/or perform work in development/test labs.
  • Develop and/or perform health checks.
  • Support monthly software, operating systems and other patch maintenance.
  • Comply with the FBI's Change Management Policy and Procedures.
  • Support transition planning and transition activities.
  • Support QA/QC activities.
  • Perform ICAM/UC system component and tool implementation.
  • Maintain Information Assurance (IA) C&A Process compliance.
  • Support system failover/COOP exercises.
  • Provide metrics on system availability and use.
  • Provide Tier 1, 2 & 3 support.
  • Perform account management.
  • Support existing and future service level agreements.
  • Provide credentialing products, services, and capabilities to FBI personnel/users.
Functional Responsibilities:
  • Responsible for creating, producing, and maintaining ticketing system reports.
  • Responsible for providing reports on a scheduled basis as well as an ad-hoc basis.
  • Responsible for creating and maintaining new Service Level Agreements.
  • Identify gaps in workflow processes and present plausible solutions.
  • Analyze and assess customer service requests.
  • Prepare and submit progress, status and ad hoc reports.
  • Utilize trouble-ticketing software for opening/updating/closing tickets.
  • Identify and document areas for process improvements.
  • Contact and effectively communicate with users.
  • Brings online, secures, or recovers software, hardware, or systems.
  • Responsible for resources, work standards, schedules.
  • Develops plans and executes scheduled activities.
  • Compares work against quality, cost targets, schedule and risk occurrence.
  • Adjusts priorities, resources and implements contingency plans.
  • Organizes and maintains management files.
  • Attends meetings, designs reviews, working groups and briefings.
Requirements:
  • Bachelor's degree in Engineering, Computer Science, Information Systems, or other related scientific or technical management disciplines.
  • 10 years of experience.
  • Knowledge and experience working with:
    • Identity Management, Governance, and Lifecycle Management;
    • Authentication, Authorization, and Access Management;
    • Directory Services Management;
    • Federation Services and Trust Relationships;
    • Endpoint Management;
    • Public Key Infrastructure (PKI)/Credentialing Systems/Services;
    • Information Protection (IP), Data Loss Prevention (DLP), Digital Rights Management (DRM), and/or Information Rights Management (IRM);
    • Endpoint Detection and Response and Identity Protection Support;
    • Collaboration Services;
    • Cloud-Based Productivity Services/Applications/Solutions.
  • Experience evaluating, engineering and maintaining enterprise ICAM solutions.
  • Experience administering Microsoft Exchange, Skype for Business, and Microsoft 365 (M365).
Preferred Qualifications:
  • Previous experience working in/with FBI IT.
  • Previous FBI IT experience performing ICAM/UC system component and tool implementation.
  • Industry applicable certifications (Sec+, CISSP, CCNA, Oracle, MS SQL, etc.).
Work Environment:

This is a full-time position with a day and afternoon shift option. Evenings may be required for emergency calls. No shift differential is provided.

Clearance:

Current Top Secret clearance is required; TS/SCI with DOJ Poly preferred.

Equal Opportunity Employer:

Ideal Innovations Incorporated is an equal opportunity employer and welcomes applications from all qualified candidates.

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