IAM Security Analyst en Cyderes

About the Job:The IAM Specialist will be responsible for performing user provisioning/de-provisioning activities, troubleshooting and quality control tasks.  They will ensure all Service Requests by our external clients are performed & documented per the agreed upon procedures.  They will produce reports on the quality of work performed by the Service provider and propose process/documentation enhancements in order to improve the end-user experience for all Cyderes supported clients.

Responsibilities:

Receive requests from external ticketing systems with initial provisioning information for new hire or modifications to existing users.

Use appropriate tools (e.g., RBAC Matrix) to determine role, appropriate level of access to applications, and other requirements.

If access level is different from standard, obtain explanation from requester and work with them to obtain signoff from approver (or their delegate).

Monitor Service Level achievement and proactively address tickets as required before they are escalated.

Monitor onboarding/off boarding service requests and ensure the execution is proceeding.

Manage completion of requests by meeting established SLA timelines

Follow-up when needed to ensure access completion to client satisfaction

As required, provide relevant, timely updates to the requester on the status of provisioning a new user with access rights and applications 

Participate in projects as necessary

Substitute or cover other specialists as needed

Requirements:

2+ years experience working in a Service Desk Tier I or SOC capacity

A good command of IAM tools, Active Directory and Microsoft Suite in general

Proficiency in Microsoft Exchange, Microsoft Excel & Remote access technology

Office 365 knowledge an asset

Exposure to service request ticketing systems an asset

Knowledge of ITIL v3 (ITIL practitioner certification) an asset

Flexibility to learn and adapt to new technologies and processes

Ability to adapt in a dynamic environment

Excellent verbal and written communication skills

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