Remote IAM Senior Help Desk Analyst — Escalations Lead

GovCIO; Trenton (NJ); Remote; USD 110,000 - 130,000; 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 seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program supporting the Department of Veterans Affairs. The role resolves complex tickets from Tier 2, coordinates with Tier 3 SMEs, and guides the O&M team during outages, while owning documentation and mentoring junior analysts.

This fully remote position within the United States requires a strong background in ITIL-style knowledge management and experience with

Qualifications

• Bachelor's degree in a business or technical discipline with 8+ years of relevant experience.
• Experience resolving complex, escalated help desk tickets as a senior point of escalation.
• Proficiency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow.

Responsibilities

• Identify, diagnose, and resolve complex tickets escalated from Tier 2, acting as senior escalation point.
• Collaborate with Tier 3 SMEs to resolve issues and document fixes for future reference.
• Lead O&M liaison with application development teams and IAM partners during outages and degradation.
• Develop and maintain help desk process documentation and set standards for the team.
• Develop and review knowledge artifacts, ensuring accuracy and consistency across the knowledge base.
• Prepare, generate, and submit the weekly Help Desk Report and identify trends for leadership.

Skills

MS Word

MS Excel

MS SharePoint

JIRA

GitHub

ServiceNow

Education

Bachelor's degree in a business or technical discipline

Job description

GovCIO is seeking an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program supporting the Department of Veterans Affairs. The role resolves complex tickets from Tier 2, coordinates with Tier 3 SMEs, and guides the O&M team during outages, while owning documentation and mentoring junior analysts.

This fully remote position within the United States requires a strong background in ITIL-style knowledge management and experience with