Global Services Access Management Technical Support Specialist

Position: Global Services Access Management (GSAM) – GSAM Technical Support Reports To: GSAM Assistant Manager Technology Location: Redmond, WA (on-site) FLSA: Non-Exempt Salary: $28.50/hr.

                       

SUMMARY

The GSAM Technical Support responsibilities include (but is not limited to) providing technical support to the GSAM team including any technical troubleshooting of equipment and software to ensure a successful execution in GSAMs core responsibilities.  This support extends to groups that GSAM supports and may also involve a high amount of interaction between various business units to bring certain projects, initiatives and/or issues to a resolved state in a timely manner at the discretion of GSAM Management.  GSAM Technical Support will also assist in responding to higher level/technical requests in person or via email inboxes/tickets.  This position will assist with day-to-day operations, administrative and/or miscellaneous tasks.  From time to time this role will be overseeing GSAM operations, duties, and tasks of the GSAM Americas Assistant Manager when he/she is out of the office. 

 

ESSENTIAL FUNCTIONS:

 

• Tier 2/ Tier 3 level support for the GSAM Team in all technical support issues.
• Tier 1/ Tier 2 level support for all GSAM supported groups including the DIOs, AAMs, and Role Based Access teams. This may include escalating Tier 3 items to various teams to coordinate support for internal tools.
• Primary person to integrate new tools and processes before being released to the GSAM Team and other groups GSAM supports.
• Provide training to the internal staff on new and/or existing internal tools and processes. 
• Work with the LENEL Systems Support team closely to resolve any issues identified or reported through GSAM.
• Work with the Rightcrowd Support team closely to resolve any issues identified or reported through GSAM.
• Work with the GBOS Systems and Consulting Support teams closely to resolve any issues identified or reported through GSAM.
• Work with the Certificate Services team closely to resolve any issues identified or reported through GSAM.
• Closely support any groups GSAM supports globally (including DIOs, AAMs, and Role Based Access teams) to ensure success in their daily operations, including support for access control tools used, provide clear concise communications, provide/maintain their SharePoint sites including updating and providing current supporting documentation, policies, and direct training. 
• Monitor various email inboxes to quickly identify issues which are reported outside of the general GSAM ticket queue.
• Identify issues with various tools, escalate appropriately and follow up as needed.
• A flexible schedule to facilitate the support of GSAM, DIO, AAM, and Role Based Access teams and partners globally.
• Close partnership with the GSRO team to support the onboarding/offboarding and administration of Role Based Access/JIT Auditors, Approvers, Asset Owners and Role Change Reviewers as well as online training for new groups utilizing advanced access control solutions. Role Based Access/JIT support also involves participation in meetings to strategize, gather requirements, review software bugs and future enhancements.
• Provide daily tasks and administration of the Global Access Control System.
• Aid with procedural review, analysis, and process deployment for GSAM and groups GSAM supports.
• Maintain in-depth knowledge of all established policies/procedures and update internal documentation accordingly. 
• Support all department and company goals and objectives.
• Run, export, and extrapolate data for monthly reports to various Microsoft business groups who require the data in a certain manner monthly.
• Explore and adopt changing technology in preparedness for and to accommodate evolving company needs.
• Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary to achieve assigned business objectives. 
• Provide weekly reports of tasks completed and project status updates to GSAM Management weekly. 
• This role may also require some of the GSAM customer service responsibilities from time to time depending on the need of the business.

 

• May be exposed to or required to handle sensitive and confidential information and must demonstrate the ability to maintain utmost confidentiality and privacy. 
• The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all the functions listed. Additional duties may be assigned,