JOB DESCRIPTION

The IAM Authentication Support Engineer spends most of the time (75% or more) supporting
end users and responding to system related incidents. Ensuring that authentication and
authorization systems are operating efficiently and are stable is a business-critical function.
Aside from responding to end user requests and system incidents, the monitoring of production
servers and services will be conducted and reported to IAM leadership on an agreed upon
cadence. It is expected that this resource will act in a professional manner to support end users
and assist on other work efforts, as needed, for an effective authentication and authorization
program.

Knowledge, Skills, and Abilities

 Strong working knowledge of the following software, tools, standards, and protocols:
Entrust GetAccess, Ping, Azure ADB2C, SAML, OAuth 2.0, OIDC, REST API, JWT,
SOAP, MFA, Postman and other authentication and authorization standards
 Proficient in analyzing logs
 Experience with Java programming, Oracle database, Apache, and IIS
 Familiar with AppDynamics for monitoring and tuning
 Scripting abilities a plus
 Strong knowledge in load balancing methodology and in redundant and high availability
services
 Ability to set priorities and follow project schedules
 Knowledge of integration processes with directory services such as Active Directory and
Azure AD
 Strong analytical and troubleshooting skills
 Strong Middleware and runtime installation skills on Linux and Windows
 Knowledge of operational support for production systems
 Ensure operational processes are followed and evaluated for efficiency
 Strong proficiency in reverse proxy architecture
 Strong organizational, written, verbal and interpersonal communication skills
 Must be able to work with and communicate with people of various knowledge levels
from the very technical to the casual user
 Strong customer service skills
 High level of attention to detail
 Adhere to defined SLAs for incident and ticket response

Experience

Bachelor's degree in Information Systems, Computer Science or a related work experience

performing system administrator responsibilities
Must have experience working across multiple platforms as listed above
5+ years working with end-users to complete requests and troubleshoot incidents

Major Responsibilities:
 Respond to end user requests and other system(s) incidents via internal ticketing system
 Monitor, download, and apply the supported applications' upgrades, updates, and fixes
 Monitor applications and services provided by those applications using monitoring tools
 Monitor, report, and present metrics on performance to management on progress
 Provide support with issues as needed
 Report and respond to critical production outages
 Provide technical assistance and consulting on problems that may be application related
 Document process diagrams, data flow diagrams, flow charts, data maps, and data
dictionaries as appropriate
 Investigate and document root cause for system outages
 Collaborate with cross-functional technical teams to ensure high standards and quality of
products and services
 Script or create simple programs to automate daily operational tasks
 Review and propose standards and procedures
 Update operations and user documentation as needed
 Maintain technical knowledge of various applications and development tools
 Provide technical assistance to team members as needed
 Maintain documentation of processes to ensure accuracy
 Perform other duties as assigned