Job Summary

The Identity Manager Administrator is responsible for managing identity and access solutions using Microsoft Identity Manager and Active Directory. This role plays a crucial part in ensuring seamless user support, resolving technical issues independently, and maintaining high standards of customer satisfaction. The administrator will engage in root cause analysis and contribute to knowledge management initiatives, enhancing the overall efficiency and effectiveness of the support operations.

Key Responsibilities

1. Provide Technical Support For Microsoft Identity Manager And Active Directory By Troubleshooting And Resolving Identity-Related Issues, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis On Escalated Incidents To Identify Underlying Issues And Implement Effective Solutions, Enhancing System Reliability And User Experience.
3. Engage In Knowledge Management By Updating And Maintaining The Knowledge Base, Facilitating Effective Training Sessions For New Team Members, And Coaching Analysts On Best Practices.
4. Independently Manage And Resolve Support Tickets Within Agreed Service Level Agreements (Slas), Ensuring Timely Closure And Accurate Documentation Of Each Case.
5. Strive For Positive Customer Feedback And Satisfaction By Achieving First Call Resolution Rates And Minimizing The Occurrence Of Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Proficiency In Microsoft Identity Manager And Active Directory
2. Strong Analytical And Problem-Solving Skills
3. Knowledge Of Identity And Access Management Best Practices
4. Excellent Communication And Interpersonal Skills
5. Ability To Work Independently And Manage Multiple Tasks Effectively

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Identity And Access Administrator Associate, Oracle Identity Manager Certificatio