Calabitek
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Job Details
Skills
- Active Directory
- servicenow
- Problem Solving
- IT Service Management
- Communication Skills
- Microsoft Windows
- Safety Principles
- Self Motivation
- Windows PowerShell
- Networking Skills
- Attention to Detail
- Decision Making Skills
- Identity and Access Management
- Employee Onboarding
- Business Efficiency
- Business Process Improvement
- Stakeholder Engagement
- Customer Experience
- Audit Planning
- Customer Satisfaction
- Excellence in Service
- Internal Controls
- Issue Tracking Systems
- Personnel Procedures
- Resolving Customer Problems
Summary
Winston-salem, NC
Hybrid 3 days a week
Position Summary
The JML Analyst is responsible for delivering high-quality, front-line support for identity and access
management activities across the employee lifecycle, including onboarding (Joiner), role changes
(Mover), and offboarding (Leaver).
This role serves as a primary point of contact for end users, line managers, and support teams,
ensuring timely and compliant access provisioning while delivering an exceptional customer
experience. The analyst will support identity and access processes across enterprise platforms,
including Active Directory and IT service management systems, and play a key role in maintaining
operational efficiency, compliance, and user satisfaction.
The JML Analyst is responsible for in person and remote support of end users, managers, and
stakeholders throughout the Joiner, Mover, and Leaver lifecycle by facilitating account creation,
access changes, deprovisioning, and related identity management activities. This role provides front-
line support through ticketing systems, email, and direct engagement; troubleshoots basic Active
Directory and Microsoft 365 issues; manages incidents and service requests within defined SLAs;
maintains accurate documentation; and ensures all access-related actions follow established
procedures, security standards, internal controls, and audit requirements. The analyst also
contributes to process improvements, documentation, training materials, and other related duties or
responsibilities as assigned, including work that may fall outside the responsibilities specifically
outlined above.
The ideal candidate will have experience with Active Directory user and group management,
Microsoft 365 troubleshooting, ITSM tools such as ServiceNow, basic PowerShell scripting, and
foundational identity and access management concepts. They should also demonstrate exceptional
customer service, strong written and verbal communication, effective stakeholder engagement, sound
judgment in de-escalating challenging interactions, strong attention to detail, and the ability to
manage multiple priorities in a fast-paced environment with a proactive, problem-solving mindset.
Adherence to SLA targets for service requests and incidents
Customer satisfaction (CSAT) scores
First-contact resolution rate
Accuracy and timeliness of provisioning/deprovisioning activities
Reduction in repeat incidents and escalations
- Dice Id: 91128566
- Position Id: 2026-1895
- Posted 2 days ago
Company Info
About Calabitek
Calabitek offers specialized services to fill in the gaps of your growing needs to assist you in providing immense value to your customers and clientele. If there is a digital solution to your business needs, Calabitek has the answer. We firmly believe that human capital is the most valuable asset and therefore, we focus on developing people to meet your digital needs. From staffing to solutioning via digital products and services in mobile, web, and cloud-based technologies, we have a versatile team dedicated to getting you what matters most – remarkable results.
We begin by gaining a firm grasp on your companyʼs mission and culture so that our solutions seamlessly integrate into the ecosystem of your business. Whether you have a developed concept and simply need more manpower to finish the project, have a mobile app idea but lack the technical expertise to bring it to life, or perhaps have the great problem of exponential growth and need a third party to help digitally scale your business, we will take your business to the next level.
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