IAM Support Analyst I

Department
 

F&A ITS - Identity and Access Management

About the Department
 

IT Services collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. We provide secure, stable, and reliable infrastructure and applications to support the mission of the University. We support and enable faculty research and teaching with the effective use of technology. We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible. We identify, manage, and mitigate the technology risks of the University.

Job Summary
 

Under direct supervision, provides tier two support for all Identity & Access Management tickets as well as tier one and tier two support for the Directory. Gathers requirements from departments and divisions and helps to convert feedback into meaningful requirements for software development. Creates documentation for services both for the internal IT community as well as the general University community. Participates in developing curriculum for Directory training, including creating video and written instructional material. Develops instructional videos to support IAM services for the University community. Provides training to new student Support Analysts and helps to mentor student Support Analysts as they develop their skills. Gathers metrics and provides analysis in order to assist in improving IAM services and delivery. Provides phone, written, and in-person support to the University community when needed.

Responsibilities

• Provides tier two ticket support for all IAM services.
• Provides tier one and tier two ticket support for the Directory.
• Creates documentation (knowledge base articles) for IAM services.
• Creates short instructional videos for IAM services.
• Trains and mentors student Support Analysts.
• Helps to keep recurring projects, such as the Directory Reviewer Refresh, on track and current. Works with the University divisions and departments to gather requirements for projects and updates to current services.
• Develops requirements and feedback into documentation that can be used to further IAM development of new services or refinement of current services.
• Support includes email accounts, connectivity issues, operating system problems, spyware/virus removal; as well as support for various enterprise applications and a variety of desktop software packages. Writes support documents for common problems and questions to be maintained in the IT Services Knowledge Base.
• Updates daily status reports and shift handover reports. Acts as a liaison between customers and technical escalation teams by coordinating installation and maintenance services. Maintains communications with customers during the problem resolution process. Provides a single view to the organization for information technology related questions, requests, and problems. Follows proper standard operating procedures.
• Performs other related work as needed.

Minimum Qualifications
 

Education:

Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree).

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Work Experience:

Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.

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Certifications:

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Preferred Qualifications

Experience:

• Experience in higher education.
• Mentoring junior resources.
• Experience in identity and access management.

Technical Skills or Knowledge:

• Familiarity with SQL and ability to write simple queries.
• Familiarity with using the Linux Operating System.
• Familiarity with LDAP.

Preferred Competencies

• Professional and effective written and oral communication skills.
• Use analytical and quantitative skills and diagnostic techniques to resolve problems.
• Manage complex technical details.
• Familiarity with project management and business analyst processes and methodology.
• Communicate technical concepts to non-technical staff. Effectively converse with, and listen to, all levels of users to understand their environment and the impact of system changes.
• Sensitivity to the cultural requirements on campus for collegial and participative interactions.
• Work in a collaborative team environment.
• Confidentiality related to sensitive University matters such as, strategic initiatives, trade secrets, quiet periods, and scientific discoveries yet to be put in the public domain.
• Confidentiality related to personal information access.

Working Conditions

• Standard office environment.
• On-call responsibilities.
• Sit for short or extended time periods.
• Use a computer for extended periods of time.
• Repetitive wrist, hand, or finger movements.

Application Documents

• Resume/CV (required)
• Cover Letter (required)

When applying, the document(s) MUST  be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family
 

Information Technology

Role Impact
 

Individual Contributor

FLSA Status
 

Non-Exempt

Pay Frequency
 

Biweekly

Scheduled Weekly Hours
 

40

Benefits Eligible
 

Yes

Requires Compliance with University Covid-19 Vaccination Requirement
 

Yes

Drug Test Required
 

No

Health Screen Required
 

No

Motor Vehicle Record Inquiry Required
 

No

Posting Statement
 

Employees must comply with the University’s COVID-19 vaccination requirements. More information about the requirements can be found on the University of Chicago Vaccination GoForward .
The University of Chicago is an Affirmative Action/ Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

 

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

 

We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.

 

All offers of employment are contingent upon a background check that includes a review of conviction history.  A conviction does not automatically preclude University employment.  Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

 

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu . Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.