ITS Identity and Access Management (IAM) Coordinator

Colby College•Waterville, ME

About The Position

The ITS identity and access management (IAM) coordinator manages the user account lifecycle, including provisioning and deprovisioning accounts, troubleshooting account access, and issuing college identification cards. This position, as a member of the Support Services team, will coordinate closely with others in ITS, particularly the information security, consulting and solutions, and system administration teams, to manage and improve all facets of the College's IAM ecosystem. Customer service and communication with stakeholders are key aspects of this position.

Requirements

Bachelor’s degree or the equivalent in education and experience
Three or more years of previous administrative professional experience
Must be able to adapt to changing work situations and responsibilities
Excellent customer service skills; effective and patient oral communication, especially helping people over the phone and in person, are needed
Effective writing skills for communicating through email, web documentation, and with people of all technical levels
Excellent interpersonal, communication, and organizational skills with a high level of motivation and initiative
Attention to detail and accuracy are critical
Ability to work effectively both as a team member and independently
Must be able to exercise judgment and manage projects with minimal supervision as well as to adjust as new projects are assigned while meeting deadlines
Ability to handle confidential information tactfully
Highly developed computer skills, including extensive experience using Microsoft Office Suite, email, and web applications, Google applications, as well as an interest in and ability to learn new programs
Ability to make an impact through work as a member of a team and within a diverse community

Nice To Haves

Basic experience with scripting for automation is preferred
Basic project management knowledge is preferred
Experience working in a higher-education environment is preferred
Experience administering Okta accounts and groups
Experience with account and group management in Active Directory

Responsibilities

Serve as the primary manager of College identification and account lifecycle: Provision and deprovision user accounts
Set group and user permissions in a variety of systems
Working with stakeholders, vendors, and ITS, troubleshoot account and access issues to remediate information security and operational issues impacting the College's identity management systems.
Process requests for campus card services, including but not limited to, new cards, replacement cards, lost cards, department cards, temporary cards, and special program cards
Train and supervise student technicians to assist in processing identity and access management requests
Collaborate with ITS colleagues and other stakeholders to manage and improve the IAM ecosystem: Provide leadership to the ITS cross-functional IAM task force to coordinate, plan, and continuously review IAM tools, policies, and data integrations
In collaboration with ITS systems administrators, identify and recommend IAM system automations and integrations to improve the speed, reliability, security, and customer experience of IAM systems
In collaboration with ITS system administrators, monitor the performance of critical IAM systems and track new and developing IAM technical solutions
In collaboration with the ITS information security team, continuously develop expertise in information security compliance as it pertains to IAM solutions and ensure that the College’s IAM systems are in line with all appropriate information security practices and College policies governing data access and privacy
Develop documentation, instruction manuals, and “how to” documents: Collaborate with the Human Resources Office on maintaining up-to-date new hire onboarding information and materials for information technology resources
Develop and maintain online training programs in the Workday Learning professional development platform
Develop and maintain a set of training recommendations tailored to the specific needs of particular academic departments and administrative offices
Collaborate with the ITS Support Center Coordinator to assist with monitoring the ITS Support Center ticket queue to identify tickets requiring IAM attention and to improve overall organizational efficiency
Track calls and actions by recording events in the IT service management system as they occur
Identify ways of improving the quality of service offered by ITS, with a mindset of continuous improvement
Maintain a commitment to a safe work environment
Perform additional duties as assigned; duties, responsibilities, and activities may change at any time with or without notice.