Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely and quality resolution of escalated incidents in accordance with Service Level Agreements (SLA). This position is vital for maintaining high customer satisfaction through effective communication, documentation, and analysis. The expert will leverage their proficiency in SAILPOINT IIQ and Java development to mentor team members and enhance operational efficiency.

Key Responsibilities

1. Ensure Prompt Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Sailpoint Iiq And Java Development Expertise, Adhering To Sla Requirements.
2. Mentor Administrators And Team Members, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Support Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Contributing To Effective Capacity Planning Initiatives.
4. Foster Positive Customer Relationships By Actively Participating In Meetings To Understand Issues And Provide Solutions, Enhancing Overall Customer Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Insights And Performance Reports To Key Business Stakeholders For Informed Decision-Making.

Skill Requirements

1. Strong Proficiency In Sailpoint Iiq And Java Development.
2. Solid Understanding Of Support And Operational Processes Within It Environments.
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses.
4. Strong Communication And Presentation Skills For Effective Stakeholder Engagement.

Other Requirements

1. Optional But Valuable: Sailpoint Iiq Certification.
2. Optional But Valuable: Java Developer Certification