IGA Application & User Support Specialist (Junior)

ASM Research, An Accenture Federal Services Company; Denver (CO); On-site; USD 42,000 - 65,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Junior IGA Application and User Support Representative to provide frontline support for an Identity Governance and Administration solution in a regulated federal IT environment.

You will document, triage, and track identity- and access-related incidents and service requests, ensuring auditable ticket records and adherence to least-privilege principles. This role uses ITIL-aligned practices and ServiceNow for timely resolution.

Qualifications

• High school diploma or equivalent; IT training is a plus.
• At least 2 years in IT operations, service desk, or end-user support.
• Knowledge of identity governance and access concepts (digital identities, entitlements, provisioning).
• Experience using an IT service management platform to track incidents with notes and communications.
• Knowledge of ITIL-aligned incident and request-management practices.
• Ability to diagnose routine user-support issues and escalate as needed.
• Eligibility for Public Trust background investigation and US citizenship.

Responsibilities

• Receive, document, categorize, prioritize, and close identity and access incidents and requests.
• Troubleshoot user access, account lifecycle, entitlement, and application-use issues.
• Validate identity details, applications, and business impact before escalation.
• Apply ITIL-based practices to assess impact, priority, and resolution status.
• Provide clear, secure guidance to nontechnical users on requests and status.
• Escalate complex issues to specialized teams per procedures.
• Maintain complete ticket notes for auditability and handoffs.
• Protect sensitive identity and access information following least-privilege rules.

Skills

IT support

ITIL knowledge

Incident management

Auditable tickets

Public Trust readiness

Education

HS diploma

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, seeks a Junior IGA Application and User Support Representative to provide frontline support for an Identity Governance and Administration solution in a regulated federal IT environment.

You will document, triage, and track identity- and access-related incidents and service requests, ensuring auditable ticket records and adherence to least-privilege principles. This role uses ITIL-aligned practices and ServiceNow for timely resolution.