Account Management Analyst

About

The program needs an Account Management Specialist to provide account provisioning duties as an integral part of the Team.

Responsibilities

• Handles all User Role related CSLs, including but not limited to, provisioning, deprovisioning, role modifications, role maintenance such as password and security question resets, and role auditing in Curam, IAM and ILMS.
• IAM User Provisioning - Onboarding/ Off-boarding across internal and external Applications , Database, Directory, Infrastructure and other specific systems for single users request as well as bulk requests.
• Troubleshooting login issues through analysis of users' profiles and data activity logs
• Maintenance of Zen Reports in ILMS for transcript auditing
• Maintenance of the up to date User Role Matrix.
• Work closely with the Security IAM team, Infrastructure Data Administration Team, Triage, Call Center and Compliance.
• Work closely with the Office of Change Management (OCM) team regarding mandatory user training requirements, training completion and renewal schedule as a prerequisite for granting access.
• Work closely with Salesforce team regarding required updates to the CSL queues and workflows in Salesforce and necessary auditing
• Work closely with App Dev and Infrastructure teams regarding maintaining the complete list of environments.

Requirements

• 6 years of experience creating accounts/credentials for software products including custom enterprise software applications
• Proven experience with account provisioning across multiple multiple environments
• Strong ITSM experience; defining/managing Customer Service Levels as it pertains to account management
• Experience working across cross functional teams (security, data management, call center, compliance)
• Customer support experience assisting users with troubleshooting access/credentials as it pertains to account managment
• Experience with editing reports showing users completion of training for access to systems
• Experience working with Software Teams and Infrastructure teams to keep current catalog of environments for applications in production
• Experience in Enterprise Teams (Local/State/Federal Government preferred) working across different agencies or internal organizations
• Experience as an IT Business Analyst
• 6-10 yrs. business process re-engineering experience
• Experience with Identity and Access Management Tool (Desired)
• Bachelor's degree in IT or related field or equivalent experience