IAM Help Desk Analyst (Remote)

GovCIO is currently hiring an IAM Help Desk Analyst to support escalated ticket resolution and knowledge management for the enterprise Identity, Credential, and Access Management (ICAM) program for the Department of Veterans Affairs. This role resolves tickets escalated from Tier 2 help desk staff, partners with Tier 3 Subject Matter Experts (SMEs) to document fixes, and supports the Operations & Maintenance (O&M) team's coordination with application development teams and IAM partners during outages and periods of degradation. The IAM Help Desk Analyst maintains help desk process documentation and knowledge artifacts, supports reporting, and provides general support to the VA Help Desk Lead.  This is a fully remote position located within the United States.

Please note: The contract has not been awarded;  this position remains unfunded and is contingent upon the award of the contract. 

• Identifies, diagnoses, and resolves help desk tickets escalated from Tier 2 help desk staff. 

• Collaborates with Tier 3 Subject Matter Experts (SMEs) to resolve escalated issues and documents the fix for future reference. 

• Assists the Operations & Maintenance (O&M) team in liaising with application development teams and IAM partners during outages and periods of degradation. 

• Develops help desk process documentation. 

• Develops help desk knowledge artifacts. 

• Prepares, generates, and submits the weekly Help Desk Report. 

• Performs reviews of end-user and help desk training documentation released to the Enterprise Service Desk (ESD)/Help Desk staff. 

• Maintains project, data center, and help desk documentation, including knowledge-based articles stored on the Project SharePoint site, JIRA, GitHub, and ServiceNow. 

• Maintains email distribution lists and sends maintenance notifications for IAM SSOi, SSOe, and MPI partners. 

• Provides general support to the VA Help Desk Lead, including generating help desk reports, maintaining content on SharePoint sites and the ServiceNow application, and planning and coordinating end-user and help desk training sessions. 

Required Skills & Experience 

• Bachelor's degree in a business or technical discipline, and 2-5 years of relevant experience (or commensurate combination of education and experience); 8 years of additional relevant experience may be substituted for the degree requirement. 

• Good communication, analytical, and writing skills. 

• Ability to work independently within a team-oriented environment. 

Clearance Required:  Ability to obtain and maintain a Suitability/Public Trust Clearance

Preferred Skills & Experience 

• Experience supporting an IAM/ICAM or other IT program at the Department of Veterans Affairs or another federal civilian agency. 

• Familiarity with IAM/ICAM concepts and technologies, such as SSO, MFA, PKI/CAC, and Master Person Index (MPI)/identity resolution. 
• Competency in MS Word, MS Excel, MS SharePoint, JIRA, GitHub, and ServiceNow. 

• Working knowledge of ITIL service management practices, including incident, problem, and knowledge management. 

• Experience developing or maintaining SharePoint sites and knowledge-base content.