Senior Identity Access Management Specialist (Cleveland, OH)

Senior Identity Access Management Specialist

Overview Manages the procurement delivery and support of services and devices to the end-user community including collaborative services. Manages incident problem and request management processes as it relates to the Service Desk vendor relationships and end user support team. Responsible for effective identification prioritization and resolution of end user incidents problems and requests. Manages day to day relationship with Service Desk Vendor and monitors adherence to SLAs for Service Desk functions. Identifies and implements service improvement opportunities in alignment with department leadership. Responsibilities Manage the efficiency and effectiveness of ITIL Incident Problem and Knowledge Management processes. Monitor technology performance against Service Level Agreements (SLAs) related to Incident Problem and Knowledge Management processes (e.g. Level 1-4 Resolution Time) escalate report violations. Oversee accuracy of prioritization for incident and problem tickets proactively monitor problem tickets to ensure SLAs are met optimal customer service provided and executive notifications escalations occur as necessary. Serve as the escalation point and or subject matter expert for Incident Knowledge Process questions and issues. Manage client access of device hardware and software. Ensure team is able to effectively act as next level support for Service Desk Tier 1 and effectively resolve client issues and outages. Monitor and enforce appropriate prioritization of incidents and problems in order to meet established SLAs. Ensure appropriate escalations are done as needed. Manages the creation of and contributes documents to the Knowledge Base related to device standards and software delivery to ensure appropriate support training and documentation exists for PC Delivery and Support team Service Desk Tier 1 and End User Support. Collaboratively manage operational Service Desk Tier I vendor relationships. Act as primary contact ensure team is meeting all SLAs following all documented processes and acting as subject matter resource for inquiries. Manage continuous process improvements and work with Brookfield Properties and vendor to identify and implement additional value add services. Develop monitor and analyze metrics for trends and problem areas drive mitigation and process improvement where necessary. Report current events initiatives updates and major incidents and problems to management. As needed supports technical training of the Service Desk Tier I End User Support team and technology department on incident problem and knowledge management processes. Manages the creation of and contributes documents to the Knowledge Base to ensure appropriate training and documentation exists for recurrent issues and general IT need to know items. Regularly educate and enforce expectations across technology (specifically including thorough documentation in IT Service Management tool) and serve as the escalation point for Incident Knowledge Process Device questions and issues. Qualifications This position requires an Undergraduate Degree in Computer Science MIS or equivalent experience certifications Preferred certifications Cisco CCNA ITIL or similar relevant and job-specific technology 5 7 years of required experience Azure AD ID & Role-Based Access Management Control Okta MFA Single Sign On (SSO) Windows operating systems Microsoft Office Suite (O365 Teams SharePoint Outlook) Direct customer support experience (help desk relevant) Incident management (tickets routing escalation communication documentation close out reporting) Required skills for this position include analytical thinking customer partner orientation IT service function organizing & planning tolerance of ambiguity troubleshooting issue identification & resolution interpersonal skill and system & process orientation This position requires up to 5% travel. Equal Opportunity Employer Minorities Religion Sex Protected Veterans Disability Sexual Orientation Gender Identity Marital Status Pregnancy Age National Origin Genetic Information Drug free workplace vizi LI-KS1 VIZI Apply Here PI137611443