The Identity & Access Management Analyst 2 provisions user access for various clinical and business systems across Northern Arizona Healthcare - this includes provisioning of network accounts and other applications, as well as supporting new and/or temporary passwords and resets. Using tools including but not limited to: Active Directory, Cerner Millenium EMR, MS Office 365, and ServiceNow, this role supports key functions of processing Information Technology Access for a variety of users with varied statuses and roles across the healthcare system while effectively providing elevated support of more complex issues. This individual takes lead in prioritizing and progressing process improvement efforts, often with multiple stakeholders involved - also serves as project subject matter expert for identity and access-related projects. While written communication and electronic support is the primary function, other modes of support may include telephonic and in-person support. The analyst prioritizes needs of User Provisioning so as to prevent waste in employee hours by working to ensure access needed is fulfilled before first shift - other access needs are prioritized by start dates and first in first out. The Identity & Access Management Analyst 2 collaborates with others to implement and integrate effective system and technology access processes, with a focus on maintaining system security. The analyst is responsible for automated and manual provisioning workflows and Knowledge Base instructions, continually observing for realignment or updates needed, and taking quick action to ensure updates are implemented. While the analyst's primary focus is access management, this individual incorporates the ability to look at the big picture and to evaluate how others are impacted, recommending solutions that are in the best interest of all while being compliant with IT Security policies.
ResponsibilitiesIdentity Management & User Provisioning
* Provision a variety of user accounts in accordance with procedures & policies - to include new colleagues, transferring users, credentialed providers, medical residents, contractors, volunteers, and students with various roles across our healthcare system, serving as an escalation point for more complex access issues or provisioning needs. Correctly provision user access to the Cerner Millenium EMR, providing the minimum amount of protected health information access needed to accomplish the intended tasks for the person's role.
* Accurately process disabled and terminated users in accordance with policy expectations.
* Monitor and take responsibility for appropriately and efficiently prioritizing access needs so as to avoid waste and to mitigate impact to patient care, with a proactive approach. Goal is to fulfill IT Access needs prior to first day, otherwise implementing first in first out.
* Maintain a fluid process for new and temporary passwords, minimizing the number of password resets needed in lieu of initial temporary password. Process password resets when needed and in accordance with policies. Support Multi-Factor Authentication enrollment, following policies.
* Manage and mitigate IT-related access issues by updating, modifying, and/or escalating user account details. Demonstrate accuracy in isolating issues that require provisioning adjustments.
* Perform routine and timely Template-Based access maintenance, proactively seeking alignment opportunities with a role-based focus.
* Provide reports, provisioning, and approval evidence when requested by auditors.
Communication & Partnership
* Identify opportunities and optimize workflows with a solution-oriented, collaborative approach. Utilizes appropriate data in communicating concerns and outlining priorities.
* Manage automated & manual provisioning workflows. Responsible for driving forward Identity & Access-related Knowledge Base documentation via creation and maintenance, serving as liasion to support IT User Provisioning needs and cross-communication with all stakeholders. Encourages and supports other team members to capitilize on Knowledge Base update opportunities just the same.
* Effectively communicate key Knowledge Base updates with Service Center team, ensuring understanding & incorporating feedback as appropriate.
* Communicate clearly, referencing tickets and utilizing on-call structure support in collaborating with all other tiers/teams and IT colleagues. Respond to requests for technical assistance by phone, email, Microsoft Teams, and within our Information Technology ticketing platform.
* Shares and receives feedback with humility, focusing on building relationships.
* Collaborate with direct team unit (IT Service Center) in order to most effectively share knowledge and issue status', solve issues, assign triaged tickets to correct teams, and more. Monitors issue tracking related to User Provisioning as another data point in observing for process improvement priorities. Works to address deficits impacting ability for IT Service Center to solve access-related issues and needs.
* Implement a manage up and down approach, always speaking highly of others and sharing their good intentions in all interactions, setting the tone for an amazing experience.
* Ability to resolve interpersonal conflict and miscommunications.
Operations
* Demonstrate understanding of full cycle for new/transferring/terminating users, implementing appropriate course of action for each entry that may touch IT. Standard processes as well as exceptions are addressed efficiently in partnership with IT Security, Human Resources, Education, Medical Staff Services, Revenue Cycle, Integrated Clinical Applications, Business Intelligence, IT Service Center team, Engineering, and other stakeholders. Use this knowledge to identify opportunities to bring key stakeholders together to improve processes, taking initiative to do so when appropriate.
* Anticipate & partner with stakeholders to facilitate next steps for new and transferring users, including advanced IT provisioning beyond scope, as well as IT equipment needs & other items outside of IT scope, such as Badge Access and Orientation.
* Support and troubleshoot various applications and systems deployed in a healthcare environment, with a focus on isolating and addressing root causes related to user/account provisioning with elevated support and knowledge.
* Utilize Service Management software demonstrating proficient ability to FCR (first contact resolve) and to triage tickets when appropriate, assigning to correct teams across the healthcare system.
* Understand and demonstrate use of ITIL methodology in issue and request tracking, resolution, and IT change management.
* Responsible for overall coaching/ training of Service Center and Identity & Access Management roles on accessing and provisioning various applications and software, as well as on troubleshooting more complex network account issues.
* Maintain summary statistics regarding workload, account tracking, etc.
* Provide as primary representative in projects related to Identity & Access Management, driving them forward with minimal to no supervision and prioritizing time accordingly. Has a proven track record of leading or being a part of improvements that are in the best interest of all parties.
* Responsible for special functions and duties as directed by management, and is always counted on to ask clarifying questions and fulfill these special duties.
Compliance & Safety
* Prioritizes system and application security in all Knowledge Base article workflows and consistently applies key steps to help safeguard NAH's IT systems.
* If required for position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.
* Completes all company mandatory modules and required job specific training in the specified time frame.
* Responsible for reporting any safety related incident in a timely fashion through the Midas/RDE tool; attends all safety related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.
* Responsible for maintaining up-to-date knowledge of cybersecurity trends, developments, best practices and regulatory changes.
* Responsible for reporting any safety related IT incident/s following Incident Management Guidelines including escalation to IT Leadership.
* Puts safety first - safety/security issues should always be treated with care, escalated, and followed-up on.
**Call required as a subject matter expert; physical response may not be necessary
QualificationsEducation
* High School Diploma or GED - REQUIRED.
* Bachelor's degree in a Computer Science related field or equivalent combination of knowledge and experience - REQUIRED.
Certification & Licensures
* Comp TIA A+ certification - PREFERRED.
* HDI certification - PREFERRED.
* ITIL certification - PREFERRED.
* Telephone Etiquette - Customer Service certification - PREFERRED.
Experience
* 2-5 years of experience in a customer service-oriented environment - REQUIRED.
* Skill in using a Windows-based computer, including MS Office 365 - REQUIRED.
* 2-5 years of showcasing strong technical documentation skills - REQUIRED.
* 2-5 years of presenting problems and recommending solutions - REQUIRED.
* Minimum of two (2) years experience heathcare IT provisioning - REQUIRED.
* Minimum of two (2) years IT access control experience, including managing an Active Directory environment - REQUIRED.
* 2-5 years of Information Technology experience - REQUIRED.
* 1 year of experience working with a ticketing platform for tracking and resolving needs - REQUIRED.
* Cerner/Oracle experience - PREFERRED.
* 2 years of call center experience - PREFERRED.
* Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers and competence in using computers and basic software programs.
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