Job Description:

About the Team:

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.

About the Role

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Senior Manager, Identity & Access and be based in our New Jersey office.

You Will:

• 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PIB customers off of legacy authentication/login schemes such as Group Account with the ultimate goal of sunsetting outdated/insecure solutions.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/coordinator and key point of contact for all SAML implementations and migrations.
• Manage and act as key contact for our customer integrations for Dow Jones 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.

You Have:

• 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 customer's network infrastructure(IP based)
• Advanced problem solving and analytical skills with the ability to evaluate issues/conflicts and make timely decisions that benefit both the customer and the business
• A Bachelor's degree in computer science, or equivalent experience is preferred.
• Experience with Okta,Ping federate,Microsoft Azure is preferred.
• Knowledge and experience with Identity and Access Management technologies is preferred.
• Strong understanding of SAML/SSO processes or relevant work experience in the identity and access management field is preferred.
• 2+ years experience in a customer facing technical role is preferred.

Our Benefits

• Comprehensive Healthcare Plans
• Paid Time Off
• Retirement Plans
• Comprehensive Medical, Dental and Vision Insurance Plans
• Education Benefits
• Paid Maternity and Paternity Leave
• Family Care Benefits
• Commuter Transit Program
• Subscription Discounts
• Employee Referral Program

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status or any other protected characteristic under applicable law. EEO/Disabled/Vets

Reasonable Accommodation

We are 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 or participating in an interview due to a disability, email us at [email protected]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

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Business Area:

Dow Jones - Customer Service

Job Category:

IT, Telecom & Internet

Union Status:

Union role

 

 

Base Pay Range: $70,000 - $85,000

We’re committed to offering competitive and flexible compensation to attract top talent. This pay range reflects our good faith estimate for the role and may vary based on a candidate’s experience, skills, location, and other relevant factors.

For bonus-eligible roles, targets are determined based on multiple considerations, including market benchmarks and individual contributions.

For benefits-eligible roles, we offer a comprehensive and competitive benefits package covering health, retirement, wellbeing, and more, along with optional benefits to meet the diverse needs of our employees.