Recruitment for System Support Specialist (SAML Implementation Specialist)
Customer Group
United by our ambitions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group’s focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.
Customer Experience Department
The Customer Experience Department works within the Customer Group supporting our Consumer and PIB businesses to deliver a best-in-class customer experience. The 3 main pillars of customer experience support nearly every facet of Dow Jones globally providing campaign analytics, quality assurance, experience design and much more. They are based out of three main locations (Princeton, NJ; Barcelona, Spain; and Hong Kong).
Customer Service Team
This team provides 1st through 3rd level support for global customer contacts providing 24/7 coverage for clients of our consumer and PIB products. Included with the service team is the contact center operations which is responsible for Training, Quality Management, Service Performance reporting, Service Design and the Systems that support the Customer Service team.
Position Summary:
The System Support Specialist is responsible for providing superior technical support related to technical integration and authentication for the PIB and Consumer product suites. The System Support Specialist provides support for customers leveraging or moving to single sign-on (SSO) for the full suite of Dow Jones products and works closely with the client and Sales to implement SSO/SAML solutions.
As needed the System Support Specialist will provide support both pre and post sales in order to ensure customers receive world-class support and remain loyal.
Based in: Princeton, NJ
Reports to: Technical Support Supervisor, Identity & Access
Key Responsibilities:
- Provide technical expertise related to SSO, SAML and other proprietary and non-proprietary protocols used by Dow Jones during pre-sales activities and client prospect meetings.
- Work closely with Sales to migrate PIB customers off of legacy authentication/login schemes such as ELRP with the ultimate goal of sunsetting outdated/insecure solutions.
- Act as project manager and key point of contact for all SAML implementations and migrations.
- Manage and act as key contact for our customer integrations for Consumer products.
- Work closely with Account Development Executives (Sales) providing technical input into all relevant customer relationship activities as related to SSO and seamless authentication.
- Work closely with Product, Technology, and Engineering to develop and maintain expertise across all solution offerings ensuring the latest and most appropriate capabilities are reviewed with Account Team.
- Leverage CRM system and reporting to monitor and increase Active Users and User Login success.
- Maintain records of all customer interactions, opportunities and projects in CRM system.
- Act as SME and escalation point for SAML and SSO implementations across both PIB and Consumer products.
- Document all customer interactions in appropriate CRM system.
- Contribute to development and continual improvement of internal support documentation and training materials for 1st & 2nd level support teams.
- Create and maintain Enterprise Profiles for SAML and SSO customers which will aid in 1st & 2nd level support of customers, minimizing escalations and improving first call resolution.
- Provide guidance to Product for future technology adoption based upon customer feedback.
Knowledge, Skills and Experience Required:
- At least 5 years experience in a customer facing technical role
- Knowledge of technologies which impact Dow Jones solutions including I.T. Infrastructure, Authentication, Connectivity, Content Delivery, Web Services API, XML/HTML. SAML and Single Sign-on solutions
- An understanding of EIP, CRM, ERP, Content Management, Database Publishing, Intranet & Business Intelligence
- Experience using Splunk, New Relic and AWS CloudWatch Monitoring tools for troubleshooting
- Experience as a team player who has defined I.T. solutions in a collaborative business environment with teams consisting of customers, sales staff and development groups.
- Ability to demonstrate/convey to the customer an understanding of their business and the industry in which they compete
- Ability to build positive working relationships with external and internal customers through understanding of the technical environment, assess needs and solve problems to facilitate the accomplishment of work goals
- Ability to quickly assimilate and apply new information relating to web technologies and information services.