Service Specialist - Hybrid

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.  

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place. 

Dow has an exciting opportunity for a Service Specialist located in Midland, MI! The role will align to Dow's Design Your Day approach and allows employees flexibility by choosing when to work remotely and when to attend on-site activities based on project work and role needs.

About you and this role

As the Service Specialist, you will be part of the Information Security Services (ISS) organization and will work under the general direction of the Identity and Access Management (IAM) leader. Your responsibilities include ensuring the efficient and secure delivery of services to our clients for several areas in the IAM ecosystem. You will contribute to monitoring and analyzing user access patterns, identifying and addressing security risks, and actively participating in issue resolution and troubleshooting. Additionally, as a Service Specialist, you will collaborate with cross-functional teams to identify new requirements, maintain accurate documentation, and contribute to continuous improvement initiatives within the IAM program.

Responsibilities

• Leads and mentors a team of security administration professionals responsible for fulfilling security requests and maintaining compliance
• Collaborates with technical service owners to monitor and optimize KPIs, performance metrics, and capability offerings
• Establishes and enforces security policies and procedures to mitigate risks and ensure a secure operating environment
• Operates as an IAM focal point for ITIL best practices and promotes Dow’s service management strategies across all aspects of the IAM team and for end user facing components
• Engages with internal stakeholders to understand business requirements and translate them into actionable plans for the service delivery team
• Acts as the main point of contact for clients regarding entitlement management and security administration
• Stays abreast of industry trends and best practices to ensure our services remain cutting-edge and aligned with industry standards
• Monitors and analyzes cost metrics, identifying cost-saving opportunities, and implementing measures to optimize service delivery efficiency
• Provides regular reports and insights to leadership on the operational and financial performance of the IAM tracks

Qualifications

• A minimum of a Bachelor’s degree, 5 years relevant experience, or relevant military experience at a U.S. E6 rank or Canadian Petty Officer 2nd Class or higher 
• A minimum of 3 years of relevant experience
• A minimum requirement for this U.S. based position is the ability to work legally in the United States. No visa sponsorship/support is available for this position, including for any type of U.S. permanent residency (green card) process

Preferred Skills

• Familiarity with access provisioning tools, identity management systems, and other relevant technologies (ServiceNow, Active Directory, Entra ID, PowerBI)
• Basic understanding of system integrations and troubleshooting processes
• Familiar with collecting data from multiple locations to build metrics and dashboards
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams, internal stakeholders, and external partners
• Strong analytical and problem-solving skills, with the ability to analyze user access patterns, identify trends, and contribute to risk mitigation strategies
• Experience in maintaining accurate and detailed documentation for processes, configurations, and issue resolution steps
• Understanding of identity lifecycle
• Experience in providing technical support and guidance to end-users or stakeholders, addressing queries related to access provisioning, recertification, or deprovisioning
• Strong logical and analytical thinker
• Attention to detail
• Able to find root causes of problems and quickly determine efficient solutions
• Can anticipate risks and mitigate in the moment
• Strong verbal and written communication skills

Additional notes<