Senior Igloo Support Specialist

Job Title: Senior Igloo Support Specialist
The Senior Igloo Support Specialist is responsible for providing advanced functional and technical support for the Igloo Intranet platform. The role acts as the expert escalation point for complex incidents recurring problems configuration questions and implementation related topics. The specialist ensures that Igloo remains stable secure well governed and aligned with business needs across the organisation.
In addition to resolving advanced support issues the role advises IT business stakeholders and project teams on the right direction for Igloo changes integrations authentication user provisioning access management platform improvements and implementation choices. The Senior Igloo Support Specialist contributes to operational excellence by documenting standards improving support processes and guiding less experienced support colleagues.
3. Key Accountabilities
Advanced Support and Troubleshooting

. Act as senior escalation point for complex Igloo incidents access issues authentication problems provisioning failures performance concerns and platform behaviour that cannot be solved by first or second line support.
. Analyse root causes of recurring issues and propose structural improvements to prevent repeated disruption.
. Coordinate troubleshooting across internal IT teams service desk infrastructure identity management security teams and external vendors where needed.
. Ensure incidents are handled according to agreed priorities service levels and business impact.

Platform Expertise and Advisory

. Provide expert advice on Igloo configuration authentication user provisioning access groups platform structure and governance.
. Advise stakeholders on the best direction for platform changes improvement initiatives and implementation choices.
. Assess the operational impact risks and dependencies of proposed changes before implementation.
. Translate business needs into practical and supportable Igloo solutions while ensuring alignment with IT standards and security requirements.

Implementation and Change Support

. Support Igloo related implementations enhancements and configuration changes from assessment through testing deployment and operational handover.
. Prepare implementation guidance validation steps rollback considerations and operational acceptance criteria.
. Participate in change management activities and ensure changes are properly documented communicated and approved.
. Verify that support teams are ready to operate new or changed Igloo functionality after go live.

Knowledge Management and Process Improvement

. Create and maintain clear support documentation troubleshooting guides knowledge articles and operational procedures for Igloo support.
. Identify gaps in existing support processes and propose improvements to improve service quality response time and user experience.
. Coach and guide service desk and application support colleagues in resolving common Igloo issues.
. Contribute to standardisation of ticket handling escalation routes and communication towards business users.

4. Performance Indicators

. Resolution time for complex Igloo incidents and escalations.
. Reduction of recurring Igloo related incidents through effective problem management.
. Quality and completeness of support documentation and knowledge articles.
. Successful implementation of agreed Igloo changes without avoidable disruption.
. Stakeholder satisfaction with advisory support communication and solution quality.
. Compliance with security access management and change management standards.

5. Communications and Working Relationships
Internal: Service Desk Application Support Infrastructure Identity and Access Management Security IT Service Delivery business stakeholders key users and project teams.
External: Igloo vendor support implementation partners managed service providers and other technical suppliers involved in authentication user provisioning integrations or platform support.
6. Boundaries and Decision Making Authority
The Senior Igloo Support Specialist operates within agreed IT governance security policies and change management processes. The role is authorised to analyse complex issues recommend technical or functional solutions coordinate troubleshooting activities advise on implementation direction and validate operational readiness. Strategic platform decisions budget decisions major architectural changes and supplier contract changes are escalated to the responsible manager or governance body.
7. Qualifications Experience and Skills

. Bachelors degree in Information Technology Computer Science Business Information Management or equivalent working experience.
. Minimum 58 years of experience in application support digital workplace support service management or enterprise platform support.
. Strong experience resolving complex incidents and coordinating cross functional troubleshooting.
. Knowledge of digital workplace platforms Microsoft identity concepts Active Directory SSO user provisioning and access group management.
. Strong understanding of ITIL based incident problem change and request management processes.
. Ability to advise stakeholders explain technical concepts clearly and translate business needs into practical solutions.
. Strong analytical documentation communication and stakeholder management skills.
. Fluent in English.

• Application Management
• Applications Administration
• IT Service Management
• Analytical Thinking
• Collaboration
• Web application development

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