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Job Description
- Req#: 19316
- Bachelor's degree in computer science or equivalent
- 4–5 years of hands-on experience in IAM operational support
- Proven track record in managing ServiceNow support queues for Incident, Request, and Problem management
- Extensive knowledge of Office 365 services, especially PowerBI and Excel
- ITIL foundation certification with knowledge of ITIL Service areas
- Experience with IAM products and surrounding technologies
- Experience with continuous service improvement initiatives
- Strong communication and partnering skills to work effectively within diverse teams
- Prioritize and effectively route IAM support tickets to ensure timely resolution.
- Monitor IAM service performance and proactively address potential issues to maintain service integrity.
- Perform routine maintenance tasks in ServiceNow to manage incident, request, and problem queues.
- Facilitate smooth shift handovers, ensuring consistent monitoring and support across teams.
- Compile and distribute daily/weekly service reports, focusing on SLA compliance and ticket aging metrics.
- Collaborate with IAM support specialists to enhance operational service delivery and user satisfaction.
- Provide actionable feedback for continuous service improvement initiatives to IAM Service Management.
- Engage with cross-functional teams to leverage IAM technologies for improved service outcomes.
As an IAM Work Planner, you will play a vital role in enhancing our Identity and Access Management operations across diverse environments. Partner with dedicated IAM support specialists to prioritize and assign incident tickets, ensuring seamless service delivery for our workforce and business partners. Monitor IAM services, assist with reporting, and drive continuous improvement initiatives. Your contributions will directly impact the efficiency of our services as we leverage cloud capabilities for enhanced performance.
Qualifications
You have:
It would be nice if you also had:
Responsibilities
About the company
Nokia’s transition to a primary focus on telecommunications began in the 1990s. The first GSM call was made in 1991 using Nokia equipment. Rapid success in the mobile phone sector allowed Nokia to become by 1998, the best-selling mobile phone brand in the world. In 2003 Nokia introduced the first camera phone. In 2011, to address increasing competition from iOS and Android operating systems, Nokia entered into a strategic partnership with Microsoft. In 2014 Nokia sold its mobile and devices division to Microsoft. The creation of Nokia Networks, following the buy-out of joint-venture partner Siemens in 2013, laid the foundation for Nokia’s transformation into primarily a network hardware and software provider. The 2015 acquisition of Franco-American telecommunications equipment provider Alcatel-Lucent greatly broadened the scope of Nokia’s portfolio and customer base. Additional acquisitions have positioned Nokia to be an industry leader in the transition to 5G wireless technology by offering the only end-to-end 5G network portfolio available on a global basis. In 2016 the Nokia brand re-entered the mobile handset market through a licensing agreement with HMD Global, allowing them to offer phones under the Nokia brand.