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At EY we believe that whoever you are, your uniqueness helps us stand apart.
We bring together extraordinary people, like you, to build a better working world.
What's in it for you?
As our Manager - IAM Support Specialist, you will work with EY's Cyber Specialist consulting group to design and implement both Access Management (IAM) and Privileged Access Management (PAM) solutions for EY clients. As engagements are completed and solutions are implemented, EY offers our clients ongoing Application Managed Services to provide continuous improvement and maintain their custom IAM solutions, maximizing the return on investment made and providing domain expertise to support the client.
The support requests are typically complex and critical in nature requiring the EY Support Specialist to work collaboratively with the client, EY Technical consultants, and provide escalation to the platform Product Vendor's support team to resolve when required.
Level 2 and 3 support requests are submitted to EY by the client's IAM and PAM solution owners and system administrators, who will already have performed the initial Level 1 triage.
Your key responsibilities
- Act as the primary interface between the customer, EY, and product vendor to proactively manage the delivery of expected support or agreed managed services.
- Perform initial trouble shooting to identify potential cause of issues and implement required fixes.
- Supporting all inbound queries end-to-end, including progress tracking and reporting functions
- Assisting the lifecycle of all calls, ensuring calls/tickets are closed as efficiently as practical with the highest level of customer satisfaction possible
- Maintaining the helpdesk case logging system, documentation, user manuals and procedures to ensure information is recorded and updated accurately
- Identifying opportunities for improvement of processes and implement
- Maintain relevant technology skills and/or certifications
- Partake in a rostered rotation for on call out of hours support for 24/7 support clients
What we're looking for
Here's our 'wish list' but don't worry if you don't tick all the boxes. We're interested in your strengths, what you want to learn, and how far you want to go.
- Experience providing technical support and administration of enterprise-level, back-end software solutions.
- Proven experience within a technical IT/IS Service Desk/Support Desk and/or an IT Operations/Administration team, including the use of helpdesk ticketing systems.
- Working knowledge of the following core platform technologies: Windows Server, Active Directory, Networking, MS SQL Server, IIS, PowerShell, and SSL Certificates.
- An understanding of Identity and Access Management concepts, e.g. Active Directory, User Accounts, Group Membership, Role Based Access, the Identity Lifecycle, Password Management, etc.
- Ability to perform advanced Leve 2/Level 3 Technical troubleshooting, providing a high level of customer service
- Experience in working within an ITIL-based operational framework, including navigating successfully within Incident Management, Problem Management, and Change Management processes. Preferred but not essential.
- Good analytical, problem solving, critical reasoning skills, as well as the ability to communicate well and be a team player
- A fast adopter of new technologies
Ideally, you'll also have
- Microsoft Certifications (MCSA, MCSE)
- Experience in delivering IT Managed Services
- Identity and Access Management (IAM) technology skills including one or more of the following products: Azure Active Directory (AAD), IdentityNow Microsoft Identity Manager (MIM), NetIQ, SailPoint IIQ, One Identity Manager, Saviynt, Active Directory Federation Services (ADFS), OKTA
- Privileged Access Management (PAM) technology skills including one or more of the following products: CyberArk, BeyondTrust, Safeguard. Thycotic
What we can offer you
Explore how a career at EY is yours to build at www.ey.com/au/careerdevelopment
Discover how, when and where you can work at www.ey.com/au/flexibility
Learn about our commitment to DE&I at www.ey.com/au/diversity-inclusiveness
Understand how our benefits can support you at www.ey.com/au/benefits
Acknowledgement of Country
EY acknowledges the Traditional Owners and Custodians of the lands on which EY offices are located around Australia. We pay our respects to their cultures, and to their Elders - past, present, and emerging. Find out more about our vision for reconciliation at www.ey.com/au/reconciliation
Apply now… we're over 9,000 perspectives in Australia and we're ready to welcome yours.
At EY we take inclusivity seriously, and we're committed to removing barriers and improving the employment prospects of people with disability or long-term health conditions. We encourage you to share any support and adjustments you need to be your best and participate equitably in our recruitment process. We understand sharing your needs with us can be daunting, so if you have questions before or during your application, we welcome you to get in touch at contactrecruitment@au.ey.com or +61 3 8650 7788 (option 2). Anything you tell us will be kept completely confidential.
The exceptional EY experience. It's yours to build.
EY | Building a better working world
Our preferred applicant will be required to undertake employment screening by EY or our external third-party provider.
