Information and Access Management Support Analyst

at  Western Union

Information and Access Management Support Analyst – Santa Ana, Costa Rica
Are you passionate about data? Are you interested in joining a dynamic team that is dedicated to creating a better customer experience? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then, it’s time to join Western Union as an Information and Access Management Support Analyst.

WESTERN UNION POWERS YOUR PURSUIT.

We are looking for someone who will provide primary L1/L2 support for Western Union’s centralized access management platform. This includes working tickets assigned to their queue, internal customer support, troubleshooting, and remediation of day-to-day issues. The Information and Access Management (IAM) Support Analyst has a good understanding of the Service Management Lifecycle and can perform activities related with incident and problem management, as well as being able to monitor and maintain scheduled tasks, process access requests, perform proactive health/integrity checks and ensure the adequate performance of the system. The IAM Support Analyst is a primary point of contact for internal clients, partners, and administrators, with a focus on providing quality customer service in every interaction.
This position requires the selected candidate to act with integrity, take pride in work, seek to excel, being curious and adaptable, and communicate effectively. Ethics, honesty, and credibility are essential in this role.

PREFERRED ABILITIES

• 1+ year working with Identity Access Management related roles.
• SME or Mentor role within a support organization.
• Power BI or Tableau experience.
• PowerShell experience.
• Experience using Jira or similar tools.
• ITIL Service Management Certification.
• Experience with identity lifecycle management.
• Experience working with SailPoint Identity IQ.

ROLE RESPONSIBILITIES

• Respond and manage L1 and L2 Service Requests and Incidents.
• Mailbox and Task Monitoring related to IAM.
• Problem Management
• Perform Platform Health and Integrity Checks
• Act as the User Support and generate FAQ documentation.
• Provide Certification and Audit Support

ROLE REQUIREMENTS

• 2+ years of professional experience working in L1 or L2 support roles associated with technology.
• 1-year minimum background in a security role.
• Understanding of the Service Management Lifecycle, especially Incident and Problem Management.
• Intermediate to advanced Excel knowledge
• Knowledge of the different uses of scheduled tasks, batch jobs and scripts.
• Experience with Proactive monitoring.
• Experience in creating and maintaining end user documentation.
• Experience with MS Office Products and Service Now.
• English is a must.