Position Summary:

The Support Analyst III is a senior level technical analyst position within an integrated support and development team providing SOA based business services. The Support Analyst III has extensive expertise and experience with Identity Management; Access Management; Federated Access Management, WebSphere Operational Decisions Manager, Directory technologies and possesses an understanding ESB and SOA concepts. The incumbent is responsible for establishing technical standards, establishing operational key performance Indicators and mentoring. This role acts as a technical lead for projects and liaisons with business analysts, technical architects and development team to create and implements new services and integrations..

Major Duties:

• Provide technical expertise in the architecture, design and capacity planning of Identity and Access Management infrastructures that support employee applications; employee and customer web sites; SOA based business services.
• Establish operational KPIs, technical standards and best practices for the implementation, operation and monitoring of Identity and Access Management infrastructures.
• Create the necessary concepts and approaches required to manage millions of customer profiles
• Promote the use of Identity, Access and Profile Management tool usage within the organization, particularly as it relates to customer facing Profile Management in alignment with web application technologies.
• Promote the Enterprise Notifications service within WestJet, and work with the business to further expand and extend the scope of Guest Notifications.
• Mentor team members and foster best practices, methodologies and behaviors.
• Diagnose and resolve technical issues affecting service functionality and performance including hardware, communications and processing logic.
• Deploy and troubleshoot Identity services using integration connectors; Web Services; DSML, and custom TDI assembly lines - to provisioning workflows in the Identity Management infrastructure and the ESB
• Deploy and troubleshoot Access Management services using integration connectors; Federation (SAML / Kerberos) to WestJet applications; WestJet web sites; 3rd party applications; 3rd party web sites;
• Deploy and troubleshoot Access Management services on IBM Data Power XI50 as the policy enforcement point for web services
• Administrate Identity Management system including handling monitoring and logs
• Administrate Access Management system including handling monitoring and logs
• Administrate Directory system including handling monitoring and logs
• Act in a technical lead capacity in projects to configure, troubleshoot and deploy new infrastructure within an the DevOps Enterprise Services environment.
• Create and maintain environment documentation including topology diagrams, run books, configuration standards and processes and procedures.
• Oversees changes to the Identity, Access Management, Federation, and ENS environments with respect to risk and impact, scheduling and interdependencies.
• Complete application modifications and enhancements including the design, development and testing of the required modifications to ensure smooth integration within the service delivery applications
• Assist IT Management with both technical and process roadmaps pursuing continuous improvement.
• Evaluate new technologies and services and assists in the decision and procurement process.
• Provides 3rd level support to IT and business partners, including afterhours on an on call rotating schedule.
• Schedule and facilitate meetings to provide status, obtain sign off, resolve critical issues, and work through issues and conflicts. Anticipate and effectively deal with problems and roadblocks.

Knowledge and Skills:

• Minimum 10 years experience in a large enterprise environment with exposure to network, server, application virtualisation and web technologies.
• Strong infrastructure platform experience including Unix/Linux, Messaging (Exchange, SMTP, WebMail), IBM WebSphere, Directory Services (Active Directory, LDAP), security and access technologies (SAML, Kerberos, multi-factor authentication, certificate management, etc).
• Minimum 5 years’ experience in an enterprise Identity and Access Management technologies
• Minimum 2 years’ experience in an enterprise service bus environment
• Bachelor's degree (BA or BS) in Computer Science or Technical School Diploma in Information Technology or related field.
• Vendor certifications in Identity and Access Management technologies a definite asset
• Knowledge and applied experience with Networking (TCP/IP, DNS, load balancing, packet tracing )
• Knowledge and applied experience with Linux, Unix and Windows Operating Systems
• Knowledge and applied experience with Identity Management technologies
• Knowledge and applied experience with Access Management technologies (including federation)
• Working Knowledge of Network Load Balancing (F5 preferred)
• Working Knowledge of Web services (SOAP, WSDL and WS-Policy)
• Working Knowledge of XML and (XSD, XSLT/XPath)
• Working Knowledge of Web services security (WS-Security, XML encryption and XML digital signature)
• Working Knowledge of Data mapping and transformations
• Proven analytical and trouble shooting skills
• Knowledge and applied experience working within a structured SDLC process
• Demonstrated oral and written communication skills
• Comfortable with working in a rapidly changing, technically complex environment
• Biased toward collaboration , team player with strong interpersonal skills
• Knowledge and applied experience with the ITIL framework
• Experience with application management for deployment of enterprise scale solutions
• Strong analysis skills (applications monitoring, performance tuning and application usage analysi