Role Description Koniag IT Systems, LLC, a Koniag Government Services company, is seeking an experienced ICAM Service Desk Tier 2/3 Analyst to join a team supporting Identity, Credential, and Access Management (ICAM) solutions for our customer. The ideal candidate is a technically proficient and customer-focused professional with strong experience providing advanced technical support for enterprise ICAM services, managing service knowledge bases, and coordinating across multi-tiered support organizations in a federal government environment. This individual will play a critical role in delivering high-quality, SLA-driven support for ICAM services operating on NIPRNet, ensuring rapid and effective resolution of identity and access management issues for users and application owners across the enterprise. The ICAM Service Desk Tier 2/3 Analyst will provide advanced technical support for ICAM services, serving as a primary escalation point for complex identity and access management incidents, service requests, and problems that require in-depth technical expertise beyond Tier 1 resolution. This individual will work in close coordination with networking and cyber teams, the Service Desk, ICAM platform engineers, and Tier 4 technology vendors such as Okta and SailPoint to ensure timely and effective resolution of ICAM-related issues. The Tier 2/3 Analyst will also play an active role in knowledge management, service catalog maintenance, and SLA performance tracking to support continuous improvement of ICAM support operations. - Provide Tier 2 and Tier 3 advanced technical support to users, application owners, and administrators experiencing issues with ICAM services, including authentication failures, SSO errors, provisioning and deprovisioning issues, access control problems, MFA challenges, and identity lifecycle management anomalies. - Investigate, diagnose, and resolve complex ICAM incidents and service requests escalated from Tier 1 support, leveraging deep technical knowledge of Okta, SailPoint, and related identity infrastructure components. - Coordinate with networking and cyber teams to troubleshoot and resolve ICAM issues that involve network connectivity, DNS, firewall policies, PKI/certificate management, and Active Directory integrations. - Coordinate Tier 4 support activities with ICAM solution technology vendors, including Okta and SailPoint, managing vendor escalations, tracking resolution progress, and ensuring timely closure of vendor-supported issues. - Integrate with the client Service Desk for Tier 1 coordination, ensuring that appropriate contractor personnel are assigned to the correct resolver groups with the necessary access and permissions to perform support functions. - Establish, document, and adhere to Service Level Agreements (SLAs) for incident response and resolution, including defined metrics for Mean Time to Acknowledge (MTTA) and Mean Time to Repair (MTTR) aligned with government objectives. - Monitor, track, and report on SLA performance metrics, ensuring that Tier 2/3 support activities consistently meet or exceed established SLA targets and proactively identifying trends or systemic issues that may impact SLA compliance. - Actively manage, maintain, and expand the ICAM support knowledge base, creating, reviewing, and updating knowledge articles, troubleshooting guides, FAQs, and self-service resources to enable efficient issue resolution for users and application owners. - Maintain and update the ICAM service and capability catalog to accurately reflect all available ICAM services, both current and planned, including service descriptions, service level agreements, request procedures, and points of contact. - Develop and maintain standard operating procedures (SOPs), runbooks, and escalation procedures for common and complex ICAM support scenarios to ensure consistent, high-quality support delivery. - Perform root cause analysis on recurring or high-impact ICAM incidents, documenting findings and working with ICAM engineering teams to implement permanent fixes and preventive measures. - Monitor ICAM platform health and system alerts, proactively identifying and addressing potential issues within Okta, SailPoint, and related identity infrastructure before they impact end users. - Support the onboarding of new applications and identity sources to ICAM platforms, assisting application owners with integration questions, troubleshooting onboarding issues, and coordinating with integration engineering teams as needed. - Participate in change management processes, assessing the potential support impact of proposed changes to ICAM systems and contributing to change review and approval activities. - Generate and distribute regular support performance reports and dashboards to program leadership and government stakeholders, providing visibility into incident volumes, SLA performance, trending issues, and knowledge base utilization. - Support incident response activities related to ICAM systems, contributing to the investigation, containment, and remediation of identity-related security events. - Provide technical guidance and training to Tier 1 support personnel, expanding their knowledge of ICAM services and enabling more effective first-contact resolution. Qualifications - Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field from an accredited college or university; equivalent work experience may be considered in lieu of a degree. - 4+ years of experience providing technical support or system administration in an enterprise IT environment, with at least 2 years of experience supporting identity and access management systems or services. - Demonstrated experience providing Tier 2 or Tier 3 technical support in a large-scale, multi-tiered IT support organization. - Experience working in a federal government or Department of Defense (DoD) IT environment. Requirements - Active Secret Clearance required. Required Skills and Competencies - Exceptional communication skills in English – both written and oral – with the ability to communicate complex technical issues clearly and professionally to end users, application owners, technical peers, and government stakeholders at all levels. - Hands-on experience supporting and troubleshooting Okta platform issues, including SSO failures, MFA enrollment and authentication problems, Lifecycle Management errors, application integration issues, and Okta Workflow failures. - Hands-on experience supporting and troubleshooting SailPoint platform issues, including provisioning and deprovisioning failures, access certification problems, connector errors, and identity lifecycle management anomalies. - Strong understanding of identity federation protocols and standards, including SAML 2.0, OAuth 2.0, OpenID Connect (OIDC), and LDAP, and the ability to diagnose and resolve protocol-level integration issues. - Experience working within a tiered IT support model, including coordination with Tier 1 service desk teams, Tier 3/4 engineering teams, and external technology vendors. - Demonstrated experience developing and maintaining knowledge base articles, troubleshooting guides, SOPs, and runbooks in support of IT service management operations. - Experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or equivalent tools for incident management, service request fulfillment, and knowledge management. - Familiarity with SLA management concepts and experience tracking and reporting on MTTA, MTTR, and other service performance metrics. - Experience maintaining service catalogs, including documenting service descriptions, request procedures, and SLA commitments for IT services. - Strong analytical and problem-solving skills, with the ability to perform root cause analysis on complex, multi-system ICAM issues. - Knowledge of Active Directory (AD), Azure Active Directory (AAD/Entra ID), and LDAP directory services and their role in enterprise ICAM environments. - Familiarity with PKI, digital certificates, and smart card/PIV/CAC authentication and their integration with ICAM platforms in a federal environment. - Ability to monitor system health dashboards, review logs, and analyze audit trails within Okta, SailPoint, and related identity infrastructure. - Strong customer service orientation with the ability to manage user expectations, communicate issue status clearly, and deliver a positive support experience under pressure. Desired Skills and Competencies - Experience providing ICAM support in a Department of the Air Force (DAF), Department of Defense (DoD), or other federal agency environment. - Experience supporting NIPRNet operations and familiarity with DoD network security requirements and constraints. - Okta Certified Administrator or Okta Certified Professional certification. - SailPoint Certified Administrator or equivalent SailPoint certification. - ITIL Foundation certification or equivalent IT service management certification, with familiarity with ITIL incident, problem, and knowledge management processes. - Experience coordinating vendor escalations and managing Tier 4 support relationships with enterprise software vendors. - Knowledge of Zero Trust Architecture principles and their application to ICAM services and support operations. - Familiarity with federal ICAM frameworks and identity management standards, including FICAM, NIST SP 800-63, and relevant DoD identity management policies and directives. - Experience supporting MFA implementations, including hardware tokens, mobile authenticators, and PIV/CAC-based authentication in a federal environment. - CompTIA Security+ or equivalent DoD 8570/8140 compliant cybersecurity certification. - Experience with security monitoring and SIEM platforms for detecting and investigating identity-related security events. - Familiarity with continuous monitoring tools and their application to proactive ICAM platform health management. - Experience developing and delivering training materials and technical guidance for Tier 1 support personnel and end users. - Knowledge of cloud-hosted ICAM platform operations, including FedRAMP-authorized deployments on AWS GovCloud or Azure Government.

• Work on challenging projects with high technical complexity; • Collaborate in an environment that values best practices, code quality and professional growth.

Prospect Management Analyst Advancement Services Hadley, MA About University of Massachusetts Amherst Foundation Established in 2003, the University of Massachusetts Amherst Foundation (UMAF), a private 501(c)(3) nonprofit organization, exists to raise philanthropic funds in support of the University of Massachusetts Amherst’s mission and highest aspirations. Located on the Amherst campus and wholly dedicated to supporting the University’s mission, UMAF is a separately governed nonprofit organization with its own health, wellness, and retirement benefits. UMAF serves the University of Massachusetts Amherst community by serving as a best practices resource for fundraising strategy and implementation. About the role Reporting to the Executive Director of Prospect Development, the Prospect Management Analyst is a member of a team responsible for maximizing the fundraising potential of portfolios, including the strategic alignment of gift officer portfolios, incorporating identified strategies and plans, progress tracking through the donor cycle, and accurate reporting towards goals, as well as managing a move management system to drive progress towards the successful completion of all planned solicitations. Location: This is a full-time hybrid position and is open to employees in select US states: Massachusetts, New York, Connecticut, Rhode Island, New Jersey and New Hampshire What you'll do - In partnership with the Prospect Research team, provide support to inform prospect management strategies for fundraising colleagues. - Build and maintain fundraiser portfolios, ensuring that top prospects are actively managed by fundraisers. - Regularly review and manage prospect holding pools to determine when assignments to fundraisers are appropriate. - Participate in and/or lead portfolio review sessions with fundraisers and prospect researchers. - Implement methods to evaluate portfolio productivity and fundraiser activities/strategies. - Apply analytics - portfolio metrics, productivity measures, and data visualization - to evaluate gift officer strategies and surface prospects ready for action. - Use AI tools to identify patterns across portfolios, applying sound judgment to verify and refine AI-generated output. - Provide proposal-related support to fundraisers, including proposal pipeline processes and development. - Ensure the effective and timely capture of relationship management data, and its entry into the donor database, as appropriate. - Exercise appropriate care with confidential donor information, including when using approved AI and analytics tools. - Establish a strong partnership and open communication with fundraisers and other UMAF colleagues. - Contribute to the improvement of processes and procedures for the prospect development team. - Provide ad hoc prospect list generation for fundraisers to assist in identifying prospects ready for outreach or assignment. - Assist with training and work oversight of student workers, as needed. - Other duties as assigned. UMAF is building and growing, and this position will support those efforts with other duties as assigned from time to time. Qualifications • Bachelor's degree. • 2+ years of experience in prospect research, prospect management and/or prospect development, or an equivalent combination of education and experience. • Strong analytical skills, as well as written and verbal communication skills. • Demonstrated comfort using AI tools to summarize, draft, or analyze, and a willingness to integrate them into daily work. • Strong interpersonal skills with the ability to work within a customer service-oriented environment. • Experience with Microsoft Office suite, including Word, Excel, and PowerPoint. Preferred Qualifications • 2+ years of experience in prospect development. • Experience working in a large university. • Familiarity with Salesforce and Tableau; comfort pulling and shaping data (Salesforce reports, basic querying). • Fluency with AI tools in an advancement context - able to write effective prompts, evaluate and refine outputs, and judge when AI is and isn't the right tool for a task. Note: We’re passionate about building a diverse team. If your experience is close, but not an exact match, please consider applying. Experience comes in many forms, and skills are transferable. We know that diverse teams make better decisions and deliver better results, which is why we’re committed to adding new perspectives and encourage everyone to apply. BENEFITS - 20 vacation days, 12 holidays, 12 sick days, 5 personal days, and 2 office closure days. - 4-day summer work week. - 401(k) plan. You contribute 5% and receive a 10% match. - Health insurance packages for medical, dental, and vision. - 16 weeks of paid parental leave to use within 1 year of childbirth. An additional 6 weeks available for the birthing parent. Part-time work for full-time pay for the first 4 weeks post parental leave. - Learn more about our benefits. Proposed Annual Salary Range: $65,000 - $72,000

• The Sr. Configuration Analyst is responsible for providing business and technical expertise to identify, develop and implement system configuration solutions that enhance and support business operations. • Is responsible for performing complex analysis and configuration functions • The position requires project implementation management and demonstrated analytical skills. • The work responsibilities range from high level functional analysis to support management decisions, to detailed and technical system configuration.