Enterprise Technical Support; ETS Access Specialist

Enterprise Technical Support (ETS) Access Specialist

The Enterprise Technical Support (ETS) Access Specialist at Arvest ensures secure and efficient access to our internal systems and applications for employees, contractors, and partners. They manage user access permissions, troubleshoot access-related issues, and implement and maintain access control policies and procedures. They possess a strong understanding of Identity and Access Management (IAM) principles, excellent problem-solving skills, and a commitment to providing exceptional technical support.

What You'll Do at Arvest: (Other duties may be assigned.)

• Create, modify, and delete human and non-human accounts and associated permissions in the IAM system based on established policies and procedures.
• Grant and revoke user access to various systems, applications, and data based on approved requests from the business unit and established security policies.
• Ensure timely de-provisioning of access for terminated employees or contractors.
• Follow established workflows and procedures for access management.
• Implement and enforce access control IAM policies and procedures to ensure security and compliance with relevant regulatory requirements and industry best practices.
• Investigate, troubleshoot and resolve access-related issues in a timely manner. Escalate complex issues to senior IAM team members.
• Provide basic technical support to end users and other IT staff on IAM-related matters.
• Maintain up-to-date documentation of IAM processes, procedures, and configurations.
• Communicate IAM-related information and updates to users and stakeholders. Maintain compliance with relevant policies and procedures and escalate any concerns as appropriate.
• Document and track support tickets, ensuring timely resolution and clear communication with users.
• Provide clear and concise instructions and guidance to end-users on access procedures and best practices.
• Assist in preparing for and participating in internal and external audits related to IAM.
• Stay up-to-date with the latest IAM technologies and trends.
• May participate in on-call rotations as needed. May be required to perform work after hours.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

Responsibilities:

• High School Diploma or general education degree (GED).
• 1 year of relevant experience in a technical support role and/or "hands-on" internship experience. Relevant experience includes:
• o Proven ability to create, modify, and delete user accounts across various systems efficiently and accurately.
• o Demonstrated experience in password resets and resolving user login issues.
• o Experience granting and revoking access permissions based on defined workflows and policies.
• o Ability to ensure timely de-provisioning of access for terminated employees or contractors.
• o Experience providing technical support to end-users on access-related problems.
• Understanding of various IAM platforms and technologies.
• Strong understanding of fundamental security concepts and best practices related to identity and access management principles, access control and data protection.
• Ability to diagnose, analyze and resolve technical issues.
• Strong customer service skills.
• Proficiency in troubleshooting access-related issues and providing technical support to end-users.
• Ability to communicate effectively with end users and technical teams, and strong interpersonal and problem-solving skills.
• Ability to create and maintain clear and concise documentation of IAM processes and procedures.
• Practical experience with Active Directory, cloud-based IAM solutions (e.g., Azure AD, Okta), and other access management tools.
• Strong attention to detail and accuracy with the ability to manage multiple tasks simultaneously and prioritize effectively.
• Experience generating reports on user access and account activity.
• Ability to follow established procedures and workflows.
• Practical understanding of access control principles and the ability to implement them.
• Preferred:
• Associate degree in a technical field.
• Relevant certifications (e.g., CompTIA Security+, Certified Identity and Access Manager) are a plus.
• Experience with CBS/AS400
• Experience with Cyberark, Partnercare, CMS Appraisal, Client 360, Right Fax, and On Demand.
• Physical Demands:
• Regular attendance is an essential function of the job. The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

We offer competitive compensation, benefits packages, and significant professional growth.

Arvest Bank is committed to providing equal opportunity to all persons regardless of race,…