Resolve access issues related to system configurations and platform-specific permissions.
Support ServiceNow and Jira access provisioning and troubleshooting.
Serve as an escalation point for technical issues beyond standard IAM workflows.
Ensure system availability and correct configuration across supported platforms.
Operate and improve User Support Systems and Services for all System users.
Fulfill account requests, onboarding, offboarding, and access requirements.
Allocate resources and provide common support services.
Troubleshoot and mitigate operational or technical issues users may encounter.
Prepare, improve, maintain, and execute a User Support Operations Plan (USOP).
Design, operate, and maintain a User Support Desk.
Provide user support services via multiple channels including email, chat, and ticketing systems.
Operate the User Support Desk across various security enclaves (IL2/IL5, IL6, JWICS).
Manage service ticket processes, including categorization, routing, and resolution.
Implement and operate access management mechanisms for data, tools, and services.
Monitor, track, and report SLA performance measures and Key Performance Parameters (KPPs).

Associate degree or higher from an accredited college or university OR offerings listed in DoD 8140 Training Repository OR Cloud+ or GICSP or GSEC or SSCP.
Minimum of 5 years of experience in system administration or related field.
Experience with ServiceNow and Jira.
Strong understanding of IAM workflows and system configurations.
Experience in user support operations and automation.
Ability to operate across multiple security enclaves (IL2/IL5, IL6, JWICS).
Experience in service ticket management and resolution.
Top Secret clearance required

Senior System Administrator

Key skills