Customer Technical Support Representative (SCA)

Peraton is seeking an Access Management Analyst to support the Global Service Center operations team focused primarily on facilitating appropriate levels of access for system users based on the submission of appropriate documentation and approvals. The Access Management Analyst works with customers both inside and (as appropriate) outside the organization with clients, partners, and stakeholders.

The Access Management Analyst works under the direction of the Access Management Lead to provide support for inbound requests for access to a variety of Military Health System (MHS) applications and requests for access to the Medical Joint Active Directory (mJAD) domain. The Access Management Analyst will interface with multiple levels of the organization as well as the client organization (DHA), to research access issues and define areas for potential innovation/improvement.

• Review inbound DD2875 access requests for accuracy and completeness and engage the appropriate Government approval authority to validate the account request.
• Document all activities in the DHA ServiceNow system to ensure full accountability of actions taken and approvals received.
• Coordinate with customers (in person, by phone, or via Email/Teams) across the MHS who submit access requests, to capture missing information and also to provide guidance for any local activities that need to be completed prior to the submission of the request.
• Coordinate with DHA Cybersecurity to ensure that access requests are being handled according to current security procedures and policies for new or modified user accounts.
• Track inbound requests using ServiceNow and provide routine reporting to the Access Management Lead on any request backlogs or access issues that may be encountered.
• Document process and procedures related to different access models that are put in place to support the various systems for which the team handles account access controls.
• Other activities assigned by the Access Management Lead.

Required Qualifications:

• Requires High School level plus some advanced training. 4-5 years of experience
• Must have the ability to obtain a Department of Defense security clearance (ADP II Public Trust).
• Must be a U.S Citizen
• Microsoft Office Products: Word, Excel, PowerPoint and Outlook
• Must have prior Microsoft Active Directory or Azure AD experience.
• Ability to establish a solid working relationship with customer, staff, managers and peers.
• Ability to understand and apply knowledge of current industry standard access management processes and procedures.
• Security+ Certification

Preferred Qualifications:

• ITIL 4 Foundations Certification
• Strong customer service and communications skills, both oral and written.
• Strong critical thinking skills that facilitate technical innovation.
• Experience with ServiceNow