Remote IAM Help Desk Analyst ICAM Escalations & Docs

GovCIO; Olympia (WA); Remote; USD 54,000 - 70,000; Full time

Benefits offered by this job

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform

Training, Education and Certification

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

Job summary

GovCIO is hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program with the Department of Veterans Affairs. This fully remote role is located within the United States.

You will resolve tickets escalated from Tier 2, collaborate with Tier 3 SMEs, document fixes, and support O&M coordination during outages. Strong communication and writing skills are required, plus the ability to work independently in a team.

Qualifications

• Bachelor's degree in a business or technical discipline, and 2-5 years of relevant experience; 8 years of additional relevant experience may be substituted for the degree.
• Good communication, analytical, and writing skills.
• Ability to work independently within a team-oriented environment.

Responsibilities

• Identifies, diagnoses, and resolves help desk tickets escalated from Tier 2 help desk staff.
• Collaborates with Tier 3 SMEs to resolve escalated issues and documents the fix for future reference.
• Assists the O&M team in liaising with application development teams and IAM partners during outages and periods of degradation.
• Develops help desk process documentation.
• Develops help desk knowledge artifacts.
• Prepares, generates, and submits the weekly Help Desk Report.
• Performs reviews of end-user and help desk training documentation released to the Enterprise Service Desk (ESD)/Help Desk staff.
• Maintains project, data center, and help desk documentation, including knowledge-based articles stored on the Project SharePoint site, JIRA, GitHub, and ServiceNow.
• Maintains email distribution lists and sends maintenance notifications for IAM SSOi, SSOe, and MPI partners.
• Provides general support to the VA Help Desk Lead, including generating help desk reports, maintaining content on SharePoint sites and the ServiceNow application, and planning and coordinating end-user and help desk training sessions.

Skills

Communication

Analytical skills

Writing

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

MS Word

MS Excel

MS SharePoint

Job description

GovCIO is hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise ICAM program with the Department of Veterans Affairs. This fully remote role is located within the United States.

You will resolve tickets escalated from Tier 2, collaborate with Tier 3 SMEs, document fixes, and support O&M coordination during outages. Strong communication and writing skills are required, plus the ability to work independently in a team.