Description

All the benefits and perks you need for you and your family:

Benefits from Day One
Paid Days Off from Day One
Student Loan Repayment Program
Career Development
Whole Person Wellbeing Resources
Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule:Full Time

The role youll contribute:

Responsible for intermediate level support and participation in projects for applications, solutions, integrations and infrastructure maintained by the Privileged Account Management team, related to privileged and remote access. Maintains the service level agreements by using the tools provided, such as the IT ticketing system. Creates documentation as needed and ensures that it is accurate and up to date. Performs as a point of escalation for associate engineers as needed. Available by phone/IM/e-mail during normal working hours and by phone after-hours for critical issues. Part of the on-call rotation for the IDM team. Provides outstanding customer service and assists co-workers and other AIT personnel as needed. Maintains the security and privacy of account information, especially PII and PHI, at all times.

The value youll bring to the team:

Technical
- Assists senior team members with management of privileged and remote access environments while maintaining system performance and functionality.
- Responsible for working with internal and external customers for privileged and remote access to systems.
- Leads implementation of small to medium-scale projects with moderate complexity and works with other engineers on more complex projects.
- Performs troubleshooting of issues impacting various Privileged Account services.
- Provides after-hours support for critical Privileged Account-related issues, as part of the on-call rotation.
- Performs system monitoring, alerting, reporting, and analysis/trending.
- Utilizes system utilities, tools, logs, processes, and desktop technologies to properly identify root causes and then communicates findings clearly with the appropriate personnel.
- Takes ownership of Privileged Account-related issues when on-call and coordinates all repairs as necessary to return the server or application to its previous, normal operating condition as quickly as possible.
- Reports major issues to the appropriate leader(s) and participates in the corresponding remediation plans.
- Participates in downtime procedures with any interested or potentially affected parties. Effectively prepares for downtime events, provides coordination for execution, and delivers post assessment & communication.
- Provides on-site support at various AdventHealth facilities as needed, which may include out-of-state travel.
- Participates in system downtime processes and system upgrades.
- Interfaces with vendors, auditors, and regional technical personnel to solve technical problems, prepare post incident reports, and develop best practices.
- Serves as a technical escalation for associate engineers.
- Trains associate engineers and other members as needed.
- Works with others on disaster recovery activities as needed.
- Works on automation of processes when possible via scripting or coordination with other teams utilizing management tools.

Project Management
- Participates in project management activities, using the appropriate software tool(s).
- Works with other teams to make scheduling decisions for system upgrades or changes required to support active projects.
- Communicates project status and progress to project stakeholders, project managers, and leadership.
- Performs post-project implementation review (lessons learned).
- Performs project reporting accurately and in a timely manner.
Other
- Works independently of direct supervision from manager or designated team lead.
- Participates in implementation meetings, workshops, and creates training materials.
- Makes sound decisions in accordance with company policies and guidelines.
- Adapts work activities to sudden or unexpected changes, delays and events that directly impact current work assignments, project schedules and/or timelines.
- Prioritizes and plans all work activities, using time in an effective and efficient manner. Develops realistic action plans to complete goals and objectives.
- Accepts accountability for own actions and always works to improve individual performance, ensuring the best job possible at all times.
- Works extended hours as necessary in order to meet project deadlines or resolve critical events.
- Submits suggestions for improving work processes and the workplace.
- Delivers high quality work, demonstrating accuracy and thoroughness in each task. Searches for methods to improve processes while promoting quality among team.
- Completes assigned tasks and projects in a timely manner. Responds promptly to assignments.
- Maintains an active, working mobile phone at all times in order to support team members and the organization as needed. Position requires that employee must have the ability to make and receive business-related phone calls and text messages 24 hours a day and seven days per week during on-call assignment. However, even when not on-call, employee should be reasonably available for technical support as needed.
- Acknowledges receipt of all service alerts or pages within 30 minutes of receiving a service call or text when on-call. Must engage in problem diagnostics of the system or application within one hour of receiving a service call or text when on-call.
- Offers assistance and support to team members and contributes to building a positive team spirit.
- Monitors ticket queue and updates tickets in a timely manner, keeping customer well-informed throughout the entire process.
- Prepares documentation as required to train new staff on equipment, software, and procedures required to provide day-to-day support to our customers.
- Contributes to the development of skills/expertise of all team members. Collaborates with peers and includes them in planning and development work, accepting and encouraging their input.
- Represents Privileged Account Management team at various meetings
- Communicates changes effectively, while providing well defined implementation plans for proposed changes. Prepares and provides support to those affected by change.
- Prepares documentation as required to train new staff on equipment, software, and procedures required to provide day-to-day support to our customers.
- Facilitates discussions, which may involve conflict, while maintaining composure.
- Actively seeks learning industry recognized security concepts, guidelines, and regulatory requirements and where these should be applied within the organization.
- Performs other duties as assigned or directed to ensure the smooth and efficient operation of the team/department and in order to comply with established policies and procedures.

Qualifications

The expertise and experiences youll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED:

Ability to comprehend and write technical documentation.
Strong verbal and written communication skills.
Advanced knowledge of Microsoft Office and Microsoft Office 365.
Strong customer service and support skills.
Ability to work well with people of varying levels of technical abilities.
Ability to gather, analyze, report, and present information.
Intermediate understanding of:
- Privileged Access Management and Remote Access Management
- Identity Management, Identity Governance, Directories and Databases, Microsoft Active Directory, Privileged Account Management, and large and complex systems having multi-layered architectures.
- Communications protocols such as HTTP, TCP/IP, FTP, and Firewall.
- Standard network security protocol. (eg. OAuth, OAuth2, SAML, LDAP), and Multi-Factor Authentication (MFA) and Single Sign-on (SSO) solutions using multi-layered Adaptive Authentication for identity authentication.
- Core security concerns within a typical application. (password hashing, SSL/TLS, encryption at rest, XSS, XSRF)
Intermediate proficiency in:
- Scripting/Coding (PowerShell, C#, etc.)
- SQL

KNOWLEDGE AND SKILLS PREFERRED:

- Ability to train and educate others.
- Solid knowledge of system management and monitoring tools/utilities.
- Solid knowledge of Identity Management Directories and Databases, Microsoft Active Directory, Windows Server Operating systems, Linux
- Solid understanding of ITIL principles.
- Experience with Microsoft Project, and planning/managing execution of project-related tasks.
- Intermediate understanding of Information Security frameworks, especially HITRUST.
- Systematic and disciplined with the ability to function in a fast-paced environment.
- Ability to communicate effectively with all levels of the organization.
- Familiarity with performance tuning concepts and the ability to write efficient, highly performant code/scripts.

EDUCATION AND EXPERIENCE REQUIRED:

Four-year degree related to Information Technology or three years of IT experience

EDUCATION AND EXPERIENCE PREFERRED:

- Four-year degree related to Information Technology or three years of IT experience
- 3+ year experience with Privileged Account Management, and Privileged Remote Access software (i.e. BeyondTrust, CyberArk or other)
- Experience with access management for employees, non-employees and non-person accounts (such as service accounts)
- Experience working with 3rd party software integrations
- 3+ year experience with C#, PowerShell, .Net, etc.
- 3+ year experience with IDP Software such as SecureAuth or Okta implementing standard network security protocol. (eg. OAuth, OAuth2, SAML, LDAP), and Multi-Factor Authentication (MFA) and Single Sign-on (SSO) solutions using multi-layered Adaptive Authentication for identity authentication, or use of passwordless authentication for Workforce and/or Customer IAM.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.