Job Details
Systems Support Specialist in PRINCETON , New Jersey Job Description:
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the worlds largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, Americas largest newspaper by paid circulation; Factiva, Barrons, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.
The Wall Street Journal is Americas largest newspaper by paid circulation with more than 2.2 million customers. In recent years, the Journal has expanded its core content offering to include coverage of the arts, culture, lifestyle, sports, and personal health, building on its heritage as the leading source of business and financial news. Published by Dow Jones, one of the worlds largest news gathering operations with nearly 2,000 journalists in more than 80 bureaus, The Wall Street Journal now spans 12 editions in nine languages, engaging readers across newspapers, websites, magazines, social media, and video. The Journal holds 35 Pulitzer Prizes for outstanding journalism.
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 groups focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.
Customer Experience Department
The Customer Service & Experience Design (CSXD) Departments mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands.
Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers.
All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.
We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.
System Support Specialist (Identity & Access Team)
Based in: Princeton
Reports to: Manager, I&A
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 Group Account 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 SAML-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 the 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 the CRM system.
* Act as SME and escalation point for SAML-SSO implementations across both PIB and Consumer products.
* 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-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.
* Be responsible for ensuring that the overall deliverable meets the business needs.
* Develop project documentation, requirements definition, project plans, lead meetings/discussions, document meeting minutes/action items/open items, follow up on open items through completion.
QUALIFICATIONS:
Required
* Exceptional communication skills, including the ability to gather relevant information, actively listen and communicate ideas effectively to technical and non technical users and to stakeholders at all levels across multiple business units.
* Excellent problem-solving skills and development of creative solutions, leadership, teamwork and collaboration skills.Results oriented, high energy, self-motivated and continuous learner.
* Ability to manage tasks independently and take ownership of responsibilities.
* Flexibility to adjust to multiple demands, priorities, ambiguity, and rapid change.
* Knowledge of networking or communication protocols including HTTP,HTML,XML and other common protocols.
* High level understanding of how to troubleshoot network connectivity issues related to a customers network infrastructure(IP based)
Preferred
* The ideal candidate has a Bachelors degree in computer science, or an equivalent combination of education and experience.
* Experience with Okta, Ping federate,Microsoft Azure etc.
* Knowledge and experience with Identity and Access Management technologies.
* Strong understanding of SAML/SSO processes or relevant work experience in the identity and access management field.
* At least 5 years experience in a customer facing technical role.
Our Benefits
* Comprehensive Healthcare Plans
* Paid Time Off
* Retirement Plans
* Comprehensive Insurance Plans
* Education Benefits
* Family Care Benefits
* Commuter Transit Program
* Subscription Discounts
* Employee Referral Program
Dow Jones , Making Careers Newsworthy
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at ...@dowjones.com . Please put Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: IT Administration/Support Group
Since 1882, Dow Jones has been finding new ways to bring information to the worlds top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barrons, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds