Senior IAM Help Desk Analyst - Remote, ICAM Expert

GovCIO; United States; Remote; USD 110,000 - 130,000; Full time

Job summary

GovCIO seeks an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. This fully remote US role resolves complex issues, mentors analysts, and coordinates with IAM partners and application teams during outages.

The position remains unfunded pending contract award. Responsibilities include reporting, documentation, and knowledge-base upkeep, with strong experience in ITIL-like processes and federal program support.

Qualifications

• Bachelor's degree in a business or technical discipline; 8+ years of relevant experience, or equivalent experience.
• Proven ability to resolve complex escalated help desk tickets and act as senior escalation point.
• Strong proficiency with JIRA, GitHub, ServiceNow and Microsoft Office tools.

Responsibilities

• Lead resolution of complex tickets escalated from Tier 2 help desk staff.
• Collaborate with Tier 3 SMEs to document fixes for future reference.
• Coordinate with O&M and IAM partners during outages and degradation events.
• Develop and maintain help desk process documentation and knowledge artifacts.

Skills

Escalation management

Mentoring

Strong communication

Analytical writing

Education

Bachelor's degree in business or technical discipline

Tools

JIRA

GitHub

ServiceNow

MS Word

MS Excel

MS SharePoint

Job description

GovCIO seeks an IAM Senior Help Desk Analyst to lead escalated ticket resolution and knowledge management for the enterprise ICAM program. This fully remote US role resolves complex issues, mentors analysts, and coordinates with IAM partners and application teams during outages.

The position remains unfunded pending contract award. Responsibilities include reporting, documentation, and knowledge-base upkeep, with strong experience in ITIL-like processes and federal program support.