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Northrop Grumman IDM Customer Service Analyst in Woodlawn, Maryland

Are you interested in expanding your career through experience and exposure, all the while supporting a mission that seeks to ensure the security of our nation and its allies? If so, then Northrop Grumman may be the place for you. As a leading global security company providing innovative systems, products and solutions to customers worldwide, Northrop Grumman offers an extraordinary portfolio of capabilities and technologies. Here at Northrop Grumman we are comprised of professionals that bring different perspectives, are curious about the world, accepting of each other, and understand that the more ideas, backgrounds, and experiences we bring to our work then the more innovative we can be. As we continue to build our talented workforce we look for professionals that exemplify our core values, leadership characteristics, and approach to innovation.

Roles and Responsibilities:

  • Serve as a member of the Help Desk's Level 2 Team for the Centers for Medicare and Medicaid Services (CMS) Business Operations Support Center (BOSC) program.

  • Analyze and resolve issues submitted from external Identity Management System (IDM) Tier 1 Help Desk users .

  • Support inquiries from multiple channels; i.e., phone, email, ticket referral, and interact with providing accurate and quality responses while adhering to CMS Security Policies.

  • Research complex technical issues related to IDM system functionality, user assigned roles, account status, etc. and collaborate with Tier 3 for resolution of advanced break/fix system issues.

  • Create and update ServiceNow tickets, maintaining detailed notes to include status information, research analysis, resolution, and other pertinent details.

  • Manage individual ticket queue and collaborate with team members to ensure successful resolution or routing of incoming issues to ensure timely ticket resolution.

  • Collaborate with fellow team members and participate in effective cross-training efforts to support other inquiries received by the BOSC program.

  • Support User Acceptance Testing (UAT) for the IDM system.

  • Assist with IDM training of team members,and development of IDM standard operating procedures (SOPs).

  • Perform other duties as assigned by management.

Basic Qualifications:

To be considered for this position, you must minimally meet the knowledge, skill, and abilities listed below:

  • Bachelor's degree and 3 years of IT experience OR Master's degree with 1 year of IT experience OR an additional 4 years ofrelevant IT experience in lieu of a degree.

  • Help Desk/Customer Service experience.

  • Excellent verbal and written communication skills.

  • Knowledge of the CMS Enterprise Identity Management System (EIDM) and/or Identity Management System.

  • Knowledge of Saviynt and/or Okta.

Preferred Qualifications:

Candidates with these desired skills will be given preferential consideration:

  • Experience with government contracts, specifically CMS is a plus.

  • Experience with ServiceNow ticketing system.

  • Help Desk Institute Support Center Analyst (HDI-SCA) Certification.

  • ITIL Foundation Certificate in IT Service.

Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit www.northropgrumman.com/EEO . U.S. Citizenship is required for most positions.

Job Category : Business Development

19036790

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