IGA and User Support Junior Representative

The IGA Application and User Support Junior Representative provides front-line operational and end-user support for an Identity Governance and Administration (IGA) solution within a highly regulated federal IT environment. The role receives, documents, triages, and tracks identity- and access-related incidents and service requests, ensuring complete, accurate, and auditable ticket records.

Working as part of an operations team, this representative performs initial troubleshooting for user access, account lifecycle, entitlement, and application-use issues. The role uses ITIL-aligned service-management practices and Service Now to coordinate timely assignment, escalation, resolution communication, and restoration of user productivity.

• Receive, document, categorize, prioritize, assign, update, and close identity- and access-related incidents and service requests using the designated IT service management platform.

• Perform initial troubleshooting of user access, account lifecycle, entitlement, authentication, and application-use issues in accordance with approved operating procedures.

• Validate user identity details, affected applications or resources, requested access, business impact, error conditions, and supporting evidence before assigning or escalating tickets.

• Apply ITIL-aligned incident and request-management practices to assess impact and urgency, establish priority, maintain ownership, track service-level commitments, and confirm resolution with users.

• Provide clear, professional, and security-conscious guidance to nontechnical users regarding access requests, account access issues, authentication-related concerns, and request status.

• Route unresolved, complex, or specialized issues to the appropriate identity, directory, application, infrastructure, or security support team using defined escalation procedures.

• Maintain complete ticket work notes that document issue details, troubleshooting actions, communications, resolution outcomes, and recurring support patterns for auditability and technical handoffs.

• Protect sensitive identity, authentication, entitlement, and access-control information while supporting reliable IGA operations and adherence to least-privilege principles.

• High school diploma or equivalent; technical or trade school training in information technology, customer support, or a related discipline is a plus.

• At least 2 years of relevant experience supporting IT operations, service desk, application support, identity support, or end-user technical support.

• Working knowledge of Identity Governance and Administration concepts, including digital identities, access requests, approvals, entitlements, access reviews, provisioning, deprovisioning, and least-privilege access principles.

• Experience using an IT service management platform to create, categorize, prioritize, assign, update, and close incidents and service requests with complete work notes and user communications.

• Knowledge of ITIL-aligned incident and request-management practices, including impact and urgency assessment, priority assignment, escalation paths, service-level tracking, and resolution confirmation.

• Demonstrated ability to diagnose routine user-support issues, follow approved procedures, document reproducible technical details, and escalation issues outside of established first-line support scope.

• Ability to obtain and maintain a Public Trust background investigation and meet U.S. citizenship requirements.

• Service Now Certified System Administrator certification, Service Now IT Service Management training, or demonstrated hands-on Service Now incident- and request-management experience.

• ITIL 4 Foundation certification or practical experience…