ITPA Support Analyst

ITPA Support Analyst
US - TX - The Woodlands

JOB DESCRIPTION

IT Privileged Access Support Analyst

Document Version No.

 1.0

POSITION TITLE AND #

IT Privileged Access Support Analyst

BUSINESS PROCESS

IT Applications Support / IAM

ORGANISATION / REPORTING LINE

Applications

BASIC FUNCTION OF THE WORK GROUP

The Identity & Access Management Applications support team is a globally dispersed team (Houston, Curitiba and Bangkok) that develop and maintain the IT applications around identity & access. It’s a total of 20+ applications, both in-house and vendor supported (i.e.: Access Manager, WebBAR, Emurald, Enterprise Directory, etc). 

JOB LOCATION

Houston

BASIC JOB FUNCTIONS

Maintain, support and enhance a Tier 1 vendor application - IT Privileged Access Management (ITPA).

Privileged Access is a component of the IAM Access Area. This candidate will focus primarily on core platform of CyberArk ITPA application, interfacing with database, network, server, and customer teams... while also managing issues directly with the vendor.

  • Support responsibilities may include:
    • Collaborate with vendors to integrate third party software into a corporate computing environment
    • Install, configure, and deploy software which may include:
    • Configure shared services (web, database, license, etc)
    • Coordinate testing and troubleshooting with domain experts
    • Develop scripts to deliver applications
    • Optimize performance
  • General support responsibilities include:
    • Reviews with application and user support contacts to update application documentation
    • Collaborate within a global IT organization to resolve issues
    • Coordinate and communicate with team members throughout the software development and support cycles
    • Ensure change management procedures are followed
    • Assess and mitigate application security exposures

SKILL REQUIREMENTS

Position Specific Skills :

  • 3+ years and strong background of technical skills / experience supporting applications running on Windows and SQL Server
  • Interest and desire to develop and manage complex system integrations between database, web, app servers
  • Change Management experience coordinating and implementing application enhancements and patches
  • Working with the vendor (CyberArk) on product issues, troubleshooting, and resolution
  • Ability to learn technical details specific to CyberArk Enterprise Password Vault and related platform components
  • Monitoring system health based on defined schedules and rotations.
  • Able to participate in periodic on-call rotations
  • Demonstrated ability to troubleshoot issues, identify root cause, and recommend solution
  • Manage support queue and provide feedback to user requests / problems

General Skills :

  • Project management experience on small to medium scale application implementations
  • Must have strong analytical ability and problem solving skills
  • Must be a self-starter who works well in a global virtual team
  • Must have strong written and verbal communication skills in English
  • Ability to multi-task and manage workload under time pressure and changing priorities
  • Customer service focus

Skills considered an advantage (Nice-to-have):

  • Knowledge/experience of Active-Passive Window Servers clusters
  • Knowledge/experience with Terminal Server Remote Desktop Server Farms
  • Knowledge/experience with physical HSM (hardware security module) encryption/cards (configuration and support)
  • S&C – Privileged Access

COMPUTING ENVIRONMENT

BUSINESS ENVIRONMENT

IT Applications Support

Additional Comments:  Maintain, support and enhance a Tier 1 vendor application - IT Privileged Access Management (ITPA) - which is the tool replacing AFS (Automated Firecall System) and is re-engineering the processes around privileged access.
Privileged Access is a component of the IAM Access Area. This candidate will focus primarily on core platform of CyberArk ITPA application, interfacing with database, network, server, and customer teams... while also managing issues directly with the vendor.

Experience maintaining and supporting CyberArk Enterprise Password Vault and related platform components.

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