Identity & Access Specialist  

Location: Remote

Compensation: $57,000 annually

The Identity & Access Specialist delivers innovative solutions focused on user provisioning, access and matrix audits, and excellent customer service. They monitor tickets, delegate tasks, train junior team members, and ensure compliance with policy and regulatory compliance. They also conduct audits, serve as an escalation point, and manage short-term technical projects. 

Primary Duties (Responsibilities) 

• Work with management and end users to resolve issues, improve efficiency, and promote automation through advanced and creative designs and thorough system analysis 

• Grant birthright and role-based access by managing onboarding and offboarding tickets, ensuring timely and accurate access provisioning, and maintaining compliance with organizational policies 

• Provide friendly, professional remote technology support throughout the organization, supporting various and ever-changing software and application systems 

• Provide excellent customer service through timely and courteous, response, troubleshooting and ticket resolution   

• Monitor incoming tickets, identify repeatable work to document and delegate to junior team and ensure efficient customer support 

• Train, mentor, and advise junior team members to ensure efficient incident resolution; provide training on newer systems 

• Work with vendor partners and leadership to update and improve processes to maintain regulatory compliance 

• Conduct audit reports on user and profile-based accesses, ensuring compliance with regulatory requirements 

• Serve as an escalation point to junior team members as needed to ensure an efficient customer experience 

• Conduct periodic training for junior teams related to program, process, software changes and updates 

• Collaborate with management and other Technology & Innovation teams to resolve errors and unusual items 

• Continually review processes and systems to identify and resolve systemic problems and improve process 

• Complete short-term technical projects, such as application rollouts and support onboarding, including efficient planning and smooth implementation 

• Protect customers and the organization through compliance with established SLA’s/OLA’s and cognizance of TTR/MTTR guidelines and other reporting metrics  

Qualifications 

Skills 

• Extensive working knowledge of common business software such as Microsoft Office suite and CRM systems 

• Extensive working knowledge of user access processing 

• Strong ability to manage vendor communication’s 

• Understanding and effective productivity using ITIL practices and principles 

• Strong critical thinking, troubleshooting and decision-making skills, especially when a solution is ambiguous 

• Excellent communication and interpersonal skills including ability to explain technical concepts, processes, and trouble-shoot issues for non-technical users remotely 

• Exemplary customer service skills, demonstrated through strong customer relationships 

• Demonstrated ability to remain calm and de-escalate heated interactions 

• Ability to multitask, prioritize tasks effectively, and handle sensitive information with discretion 

• Ability to successfully work independently and on a team with a high degree of professionalism and integrity 

Education  

• High School Diploma or equivalent required 

• Combination of education/training and work experience in a related field required 

Experience  

• 2+ years of successful experience in a hands-on Level 2 support function Service Desk, Help Desk, or IAM Specialist role 

• 4+ years of successful work experience or equivalent combination of experience, support user preferred onboarding/offboarding, application audits, process documentation 

• Experience supporting MacOS/Apple iOS preferred 

• Previous experience working in automotive or other large retail environment preferred 

Certifications  

• Current CompTIA A+, Information Technology Infrastructure Library (ITIL) Foundation certification preferred 

• Ability to obtain CompTIA series, ITIL Foundation certification within the first year in role required  

Individual Contributor (IC) Competencies  

• Humble: lives the mission and values and follows ethical and moral standards​ 

• High performance: proactive, fact-based, and results oriented​ 

• Smart: maintains knowledge of business and financial acumen to make sound decisions​ 

• Nimble: accepts change, values innovation, and solves problems​ 

• Charismatic: collaborates and communicates effectively​