JOB SUMMARY
The primary purpose of this role is direct day-to-day Help Desk and Deskside Support tasks and ensure optimal IT service operations. The Supervisor Service & Identity Management develops and implements ITIL standards for IT to continuously improve service delivery and customer satisfaction. This role will develop and optimize our service management platform (ServiceNow) to support our ITIL goals. Performs general user access administration tasks including Active Directory, Office 365 administration, EMR access provisioning, VPN accounts, Group Policy implementation and support. Develops and supports identity management and role-based computing. This role will also be responsible for reporting and investigating exceptions, testing, and maintaining access controls, and supporting the business and IT staff for security related identity and access issues. Will manage documentation needed to enhance process and procedures for access management as well as service reports and statistics.
PRINCIPLE FUNCTIONS includes the following, other duties may be assigned:
- Supervise all IT support staff and ensure that end users are receiving the appropriate assistance.
- Responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability.
- Track ticket SLA compliance and ensure proper escalations and resolutions if needed.
- Maintain, develop, and support workflows and ServiceNow platform.
- Triage and resolve or escalate operational support for issues from Service Desk.
- Develop and maintain documentation related to administration and maintenance.
- Assist IT Help Desk technicians with access control changes.
- Identify and mitigate risks identified through internal and external audits.
- Assist with ensuring strong authentication, authorization, role-based access controls (RBAC) are implemented in existing and new applications and products.
- Assist in creation of policies and procedures (including staff support for security related to identity and access incidents and awareness).
- Assist in reviewing processes, policies, and standards as they relate to the access and provisioning principles.
- Train IT staff on use of ServiceNow and related tools.
- Ensure timely removal or modification of access based upon termination listings, emergency requests and change request forms.
- Interface with Security and Internal Audit teams to ensure compliance with industry standards and practices.
- Establish ITIL standards for department.
JOB KNOWLEDGE & QUALIFICATIONS
Education
Associate’s in Computer Science, Information Systems, or other related field or equivalent work experience.
Training and Experience
- 3+ years help desk and system access management experience required.
- Experience administering Active Directory MS O365, MS Windows, Desktop Management.
- This role requires someone who understands administration of user access and security profiles across applications and systems in a corporate environment, security policies, and audit controls.
- Security configurations and best practices experience preferred.
- ITIL and/or HDI experience desired
- ServiceNow experience a plus.
- Project Management experience desired.
- Strong analytical skills.
- Experience with ticket handling and escalation procedures. ServiceNow Preferred.
Certificates, Licenses, Registrations
Benefit Information and Wage Transparency:
WhidbeyHealth Employees who work a 0.5 FTE or higher are categorized as, “benefit eligible”.
Click here for benefit information.
Salary Range Annually- $69,500 - $76,623
PI240405175