The Identity & Access Management Operations Specialist is responsible for overseeing the authorization of access to the firm’s systems, data, and applications. They manage operational requests for user account administration, permissions, and access controls. The position requires the ability to safeguard the firm’s digital assets while operating with urgency on behalf of users.
Duties and Responsibilities:

• Manage the operational management of identity, access, and authorization requests throughout the employee/user lifecycle from onboarding to offboarding.
• Ensure timely response to user needs within pre-defined service level agreements (SLAs).
• Respond to support requests in person, over the phone, or via email professionally, confidently, and courteously.
• Prioritize, categorize, and assign tickets, and document support requests using the IT Help Desk ticketing system. • Perform user administration changes across the firm’s technology ecosystem in accordance with policies, standards, and operating procedures.
• Facilitate issue handling and escalation with cross-functional support staff to achieve timely resolution. • Follow up with users, provide feedback, and resolve problems.
• Maintain knowledge of the firm’s policies and procedures as they apply to technology usage.
• Communicate with IT management to elevate scenarios where controls and policies conflict with preserving a quality user experience.
• Contribute to and maintain the firm’s IT knowledge base (e.g., tips, frequently asked questions, knowledge articles) to help end users resolve issues.
• Stay up to date on firm technology and systems, required skills and competencies, and policies and procedures through self-guided learning and review of training materials created by the IT Help Desk management/training staff.
• Partner with IAM Ops management and other support staff to continuously improve end-to-end IAM operational processes.

Education & Credentials:

• A college degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline.
• Appropriate technical certification(s) are preferred.

Knowledge & Experience:

• 1+ years of relevant experience, ideally in a large law firm setting, a comparable professional services organization, or a legal information services provider.
• Previous exposure to law firm environment is highly preferred.
• Experience in providing operational support of IAM related needs in a global environment across a variety of platforms, tenants, and environments, including on-premises and cloud-based systems.
• Working knowledge of applications and systems common to a law firm (e.g., Collaboration solutions, Document Management Solutions).
• Working knowledge of incident / service request intake and triage best practices.
• Working knowledge of leading service desk performance indicators and service level standards.
• Working knowledge of leading service desk technology solutions for IT and non-IT users (e.g., ServiceNow).