Customer Identity and Access Management Specialist (Information Technology Analyst 1)

Introduction

The State of Connecticut, Department of Administrative Services is now seeking a Customer Identity and Access Management Specialist (Information Technology Analyst 1).�The State continues its Digital Modernization journey—now in its sixth year—focused on improving access to programs and services and making government interactions easier for residents, businesses, and employees. As part of this effort, the State has established a robust and widely adopted Customer Identity and Access Management (CIAM) platform that serves as a cornerstone for secure, seamless digital experiences. What We Can Offer You: Visit our State Employee Benefits Overview page! Professional growth and development opportunities A healthy work/life balance to all employees Position Details: Full-time, 40 hours/week Monday-Friday Located in Hartford, CT Hybrid work opportunity The Role: This position is part of the Enterprise Architecture and Strategy (EAS) team within the Bureau of Information Technology Solutions (BITS) under the Department of Administrative Services (DAS). EAS plays a leading role in shaping the State’s digital ecosystem. When you join the Enterprise Architecture and Strategy team, you’ll be contributing to the next phase of our modernization effort—leveraging new and emerging technologies such as passwordless authentication, verified and portable identities, and other advanced capabilities that elevate trust, usability, and security across state services. If you enjoy working on impactful, citizen-focused initiatives and are excited by the opportunity to deepen your expertise in digital identity, authentication, and enterprise-scale architecture, this is a compelling role for a tech enthusiast who wants to grow their career as an Identity Expert. This position is responsible for providing day‑to‑day technical support and engineering services for the State’s enterprise Customer Identity and Access Management (CIAM) platform, a foundational component of the State’s multi‑year Digital Modernization initiative. The ITA1 will support identity integrations for agency applications, troubleshoot access issues, maintain platform reliability and security through established change management processes, and assist development teams with enhancements and new features. The role will also participate in evaluating and adopting emerging identity technologies such as passwordless authentication and verified digital identities. Regular collaboration with agency stakeholders is required to ensure alignment with policies, standards, and best practices. Duties include but are not limited to: Providing first‑level support for the CIAM platform (ForgeRock) Onboarding new applications and projects requiring CIAM integration, including SAML 2.0, OAuth/OIDC, and Identity Gateway configurations Monitoring CIAM platform health using Azure‑based tools (Kubernetes, Linux, storage, logging, etc.) Supporting and maintaining IAM Kubernetes clusters and related cloud services such as Storage Accounts, Key Vaults, and Log Analytics Evaluating requests for CIAM feature enhancements and improvements Collaborating with IT peers, application developers, and end users to diagnose and resolve identity‑related technical issues Participating in infrastructure upgrades, disaster recovery exercises, and modernization efforts in accordance with established change management procedures Managing help desk tickets related to identity access, authentication issues, or CIAM integrations

Selection Plan

PURPOSE OF JOB CLASS (NATURE OF WORK)

In a state agency Information Technology (IT) environment, this class is accountable for performing a range of information technology tasks and application development in an IT environment.

EXAMPLES OF DUTIES

Service/Help Support:� Responds to calls, email and personnel requests for technical support;� Tracks status of all problems and monitors open problems;� Resolves simple to moderate problems by providing support on hardware and software products;� Resolves simple to moderate technical calls from customers;� Acts as liaison between other technical staff, users and vendors regarding Help Desk and service requests;� Monitors personal computer (PC) performance;� Performs related duties as required. Desktop Services:� Diagnoses and resolves PC and simple software problems using a variety of diagnostic tools;� Uses diagnostic tools to identify hardware and/or software problems and initiates repair;� Rebuilds PCs and reconfigures user specific settings;� Installs new software releases of simple to moderate complexity;� Coordinates installation of and installs, modifies and maintains network components and PC hardware and/or software;� Assists in implementation of network and/or system hardware and software upgrades and/or enhancements;� Configures and installs terminal emulation software for host connection;� Performs related duties as required. Network Services: Provides first level support for network connectivity, or related network issues for user community;� Assists with diagnoses and resolution of simple network problems;� Assists with the configuration of network components;� Resets and reinitializes devices when appropriate;� Assist in executing specific disaster recovery plans;� Provides user support and on the spot training to users;� Performs related duties as required. Software Development: Prepares computer programs for solution of business problems from narrative statements, program specifications and other data as source materials;� Customizes software applications to meet user requirements;� Assists systems and application developers in analysis, design and development of information systems;� Prepares test data;� Performs system tests;� Debugs/corrects errors;� Diagnoses problems with operating systems specific to incompatibility with other applications;� Acts as liaison between other technical staff, users and vendors regarding basic application design and modification including database management systems;� Maintains and enhances existing programs;� Installs system upgrades and patches in support of application software;� Documents system changes and problem resolutions;� Participates in project planning sessions with team members to analyze requirements;� Uses programmer productivity tools; performs related duties as required. Production Control:� Performs technical functions in areas of documentation control, production control, systems software and production scheduling;� Responsible for effective utilization of production control software;� Prepares production schedule for computer processing;� Analyzes and resolves production control problems related to area of involvement;� Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

Considerable knowledge of data control functions;� IT equipment and diagnostic tools;� Knowledge of principles and techniques of computer programming;� programming languages;� principles of information systems;� principles and concepts of network environments;� computer operating systems;� fundamental principles and theories of business and planning functions;� principles and techniques of systems analysis, design and development;� capabilities of computer equipment and technology;� Considerable technical problem solving skills;� logic and analytical skills;� Skills interpersonal skills;� oral and written communication skills;� Considerable ability to install and maintain microcomputer hardware, software and network components;� Ability to prepare and maintain records, logs, reports, documentation, and manuals;� write, test and debug computer programs;� use programming development tools;� identify, analyze and resolve simple business and technical problems.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Five (5) years of experience in information technology (IT) operations support, programming or another IT related support area.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

Two (2) years of the General Experience must have been performing basic technical support work in such areas as:� help desk functions;� installing and maintaining basic computer hardware and software;� data communications, microcomputer support, production control or programming;� performing any closely related basic technical support function. NOTE: For state employees basic technical support work is interpreted at the level of an Information Technology Technician.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

College training in management information systems, computer science or information technology related area may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree. A Master's degree in management information systems, computer science or electrical engineering may be substituted for the General and Special Experience. For state employees two (2) years as an Information Technology Technician may be substituted for the General and Special Experience. Successful completion of an Information Technology Analyst Trainee program approved by the Department of Administrative Services may be substituted for the General and Special Experience.

PREFERRED QUALIFICATIONS

Experience deploying, supporting, and optimizing ForgeRock Identity and Access Management (IAM) solutions for large‑scale, external user populations (100,000+ users). Experience configuring and federating Single Sign-On (SSO) using SAML 2.0, OAuth 2.0, and OpenID Connect (OIDC).� Experience maintaining and supporting Azure Kubernetes Service (AKS), Azure Storage, and Azure Database services in a production environment. Experience troubleshooting IAM platform issues, including authentication failures, access problems, and system performance concerns, using modern monitoring and diagnostic tools. Experience working with API clients, CI/CD pipelines, project management tools, and code repositories to support modern application delivery and integration workflows.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.