IDMWORKS is an award-winning identity and access management (IAM) solutions firm that has been serving a wide range of sectors since its inception in 2004. As a firm that’s purely focused on IAM, IDMWORKS offers a comprehensive range of services designed to enable enterprises to effectively manage, secure and scale employee and customer access to systems, data, and software applications. This specialized service empowers organizations across key industries, including banking and finance, commercial and retail, healthcare, higher education, and government, to ensure secure and efficient access management.
IDMWORKS has been a pioneer in remote-work for 20 years with teams operating across the US, Canada and India. This approach has helped establish themselves as a leader in the field of IAM with their commitment to securing businesses and facilitating seamless interactions between companies, their customers, partners, and employees. This dedication has driven transformative growth in the organizations they serve.
Ready to become an integral member of a tight-knit team of IAM pros with a relentless commitment to delivering amazing customer experiences that create an environment where long-term business partnerships flourish? We anticipate what our customers need, chart a course for their success, and walk alongside them every step of the way.
The Technical Analyst is a customer advocate who has an experience using integration applications and
troubleshooting issues customers may experience when using such applications. The candidate should be well organized
and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and contagious positive attitude, be a
team player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, the
candidate must have effective time management skills to push initiatives and results efficiently and effectively, while
also contributing to a proactive support model.
Primary Duties:
Provide real time resolution on a wide range of technical and non-technical customer issues
Strong analytical and troubleshooting skills for problem determination, workaround resolution, root cause
analysis, major incident management etc.
Good in documentation and should be able to write FAQs, artifacts and other knowledge management
documents
Perform development and enhancement activities based on customer requirements
On-Call: willingness to receive calls and support during off-office hours and over weekend (as required)
Willingness to learn new technology (primary and secondary skill)
Provide assistance and cover for other team members when required
Should be able to play a role of individual contributor by becoming a point of contact for customer
Qualifications/Experience:
1 - 4 years of customer support experience
Hands-on experience and exposure to at-least one IAM product (OIM, Sailpoint, MIM, etc.)
Good communication and interpersonal skills
Good analytical approach and problem solving skills
Practical experience of Windows Server, SQL Server, IIS, Unix/Linux and networking is a plus
Understanding of software development life cycle, source control and support tools
Ability to understand and enhance programming logic written in Java, XML, SQL, C/C++ etc.
ITIL v3 Foundation or above is a plus
IDMWORKS is a forward-thinking company dedicated to providing top-tier identity and access management solutions. Their comprehensive offerings, coupled with their unmatched industry expertise and proven outcomes make them a valuable partner for enterprises needing to enhance their IAM program.
IDMWORKS provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, IDMWORKS will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at care@idmworks.com
