The Identity and Access Management (IAM) team provides services for Nokia's workforce and business-to-business domains. Our diverse global team maintains over a dozen IAM-related services in legacy on-premises and modern cloud landscapes. Nokia IAM is currently focused on renewing services to leverage cloud platform capabilities. We are seeking an experienced Work Planner to support Nokia Identity and Access Management service delivery. The preferred candidate will support Incident ticket assignment and resolution for IAM services. Collaborate with IAM Support specialists to deliver operational support to end users and integrated services.
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
- Perform IAM ticket prioritization and routing to individual contributors within IAM support.
- Monitor the current environment and proactively support and maintain the IAM services.
- Perform recurrent Service Now ticket maintenance tasks as required.
- Works on tasks assigned to IAM support teams.
- Assist with shift handover activities to ensure constant monitoring and smooth transition between shifts.
- Generate and distribute daily and weekly service ticket handling reports including on time delivery reports, SLA performance, and aging ticket reports to Service Delivery Management team.
- Provide feedback to IAM Service Management for service and process improvements (continuous service improvement).
KEY SKILLS AND EXPERIENCE
You Have:
- Bachelor's degree in computer science with 4-5 years of hands-on experience with IAM operational support.
- Proven track record of managing ServiceNow support queues, for Incident, Request and Problem management.
- Extensive knowledge in Office 365 services, especially PowerBI and Excel.
- ITIL foundation certification with a solid understanding of ITIL Service areas.
- Experience and skills with IAM products and surrounding technologies.
It would be nice if you also had
- Excellent English communication skills.
