ENTERPRISE ACCOUNT MANAGEMENT SUPERVISOR

Arizona Department of Administration • Phoenix, AZ

1d • $100,745 • Hybrid

About The Position

The Department of Economic Security (DES), Division of Technology Services (DTS), is seeking an experienced and highly motivated professional to join our team as a Systems Network Supervisor. This position will serve as an Enterprise Account Management (EAM) Supervisor. It will be responsible for daily support, maintenance, and governance for all enterprise accounts. Enterprise account management includes the creation, management, and termination of access within the organization's in-house developed and commercial applications.
The position may offer the ability to work remotely, within Arizona, based upon the department’s business needs and continual meeting of expected performance measures.
The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Requirements

• Information security technologies.
• Various infrastructure technologies and in-house developed applications utilized in the enterprise.
• Service offerings.
• Customer service principles and processes.
• Back-office server applications, and client server applications.
• Computer/Networking hardware, standard operating systems, common third-party software applications, internally developed custom applications, application integrations, networking protocols, and any other computer related technologies.
• Identifying opportunities for use of solutions technologies to improve efficiency and reduce waste.
• Working within guidelines of established methods.
• Obtaining, clarifying and providing information within established parameters.
• Strong customer service skills.
• Excellent interpersonal, written and oral communication.
• Troubleshooting.
• Responding promptly to customer needs.
• Taking a customer-centric approach to problem solving.
• Managing difficult or emotional customer situations.
• Leading analysts by example.
• Respond promptly to customer needs.
• Balance, prioritize and organize multiple tasks.
• Work collaboratively in teams and across organizations.
• Synthesize feedback and adjust plans accordingly.
• Build strong relationships inside and outside the organization.
• Develop and write technical documentation.
• Prioritize and plan work activities; sets goals and objectives.
• Use time efficiently
• Communicates activities and results as appropriate.
• Focus on solving conflict.
• Maintain confidentiality.
• Listen to others without interrupting.
• Keep emotions under control.
• Remain open to others' ideas and try new things.
• Solicit customer feedback to improve service.
• Respond to requests for service and assistance.
• Meet commitments.
• Understand and anticipate needs and priorities of both internal and external customers.
• Bachelor's degree plus 3 or more years of experience in related discipline (or equivalent experience).
• Employee shall obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements for a Level One card pursuant to Arizona Revised Statute 41-1969.
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
• This position may require driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (A.A.C.) R2-10-207.11).

Nice To Haves

• Active Directory Account Management, Okta Account Management, and/or Mainframe Account management 3rd party "off the shelf' or custom in-house application account management.
• Project management or supervisory experience.
• Experience in identity and access management.

Responsibilities

• Supervising and guiding a team of account management analysts responsible for the maintenance and proactive and reactive ticket processing for enterprise accounts.
• Processing, documenting, and coordinating resolution of incidents and requests.
• Monitoring work queues, reporting metrics to leadership, and reviewing teamwork products and logs to ensure policies and work standards are followed.
• Supporting the business as subject matter expert and central point of contact for accounts used within the DES systems and environments, including time dedicated to process and technology related improvement projects.
• Providing proactive guidance and maintenance schedules managing user accounts.
• Following and updating applicable policies to ensure compliance related to enterprise accounts during maintenance thereof, including but is not limited to, account creation, termination, deletion, and modification.
• Creating and maintaining standard work and processing documentation.

Benefits

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager