Technical Support Analyst

The Identity Access and Management (IAM) team within the Information Security Office, provides subject matter expertise, and associated security services to business divisions across the enterprise. As a member of the IAM Operations team, you will provide timely Infosec solutions to end users, analyze provisioning workflows, provide custom access reports, implement / update LDAP / JDBC application sources based on business requirements. Follow up provisioning issues with end users, as well as address complex issues where analysis of situations or data an in-depth evaluation.

Primary responsibilities include:

• Grant/Revoke & Troubleshoot access to users on Parexel systems.
• Review, administration, and documentation of privileged access roles on corporate systems.
• Update on Compliance dashboards.
• Provide ADHOC access / fulfillment reports.
• Updates via CMDB, mail or phone, informing updates on ticket resolution.
• Additional projects/tasks assigned by management.
• Create / customize access reports / reviews based on business requirements.
• Troubleshoot provisioning / aggregation in Governance platform.
• Escalate incidents to appropriate service departments for Level 2 & 3 Resolution.

Qualifications Required Skills/Experience:

• Excellent interpersonal, verbal, and written communication skills.
• Excellent problem solving/analysis skills.
• Client focused approach to work; excellent customer service skills.
• Flexible attitude with respect to work assignments and new learning.
• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail.
• Willingness to work in a matrix environment and to value the importance of teamwork.
• Good experience in desktop support, preferable PC, and user support.
• Excellent understanding on Active Directory and any IDM Suit
• Good knowledge User Life cycle Management.
• Good knowledge of Windows / Linux Operating Systems.
• Good SQL knowledge.
• Knowledge on API platforms like Postman.
• Good expertise in problem solving.

Education, Certification and/or Other Professional Credentials:

Bachelor's Degree in course, or relevant experience. Advanced English level required.