Serve as second level support to Help Desk Representatives providing resolutions to enrollees of Centers for Medicare & Medicaid Services’ (CMS) Enterprise Identity Management system. Perform troubleshooting and analysis according to established procedures/scripts maintained in a knowledgebase.
The BSA will route/refer trouble tickets to other help desks, and provide status updates to clients. Attend various meetings with business owners, developers and programmers regarding pertinent issues affecting clients. Perform extensive research into client issues resulting in clear and concise resolutions and any other duties as required.
Strong analytical, organizational, verbal and written communication skills required
Knowledge of Bugzilla and Remedy
Ability to handle confidential or sensitive information with discretion
Experience interacting with clients via email and a toll-free telephone number
Experience using Microsoft Office 2007
Experience analyzing business and systems requirements
Familiarity with Oracle Identity Management (OIM) and Oracle Access Management (OAM) solutions.
HDI Certification is a plus.
4-year Degree in Computer Science, Information Technology, or a related field preferred.