Associate Information Security Assurance Analyst (Certificate Management)


Associate Information Security Assurance Analyst (Certification Management) 

 

Role Description:

 

The role will be responsible for the timely issuance of digital certificates and ensure that any identified remediation activities are completed. This will include the creation of certificate service requests, generation of certificates. You will follow our security procedures with the goal of enhancing the department’s operational effectiveness such as improving issuance times and/or customer satisfaction  Candidates need to have a good understanding of Operating System Technologies, Certificate Request and implementation process.  A knowledge of cryptographic fundamentals is essential along with an overall appreciation of Security technologies and how they are used.

 

Main Responsibilities:

 

The main responsibilities of Associate Information Security Assurance Analyst are as follows:

  • Primary role is the validation (authentication and verification) of new and renewal customer enrollments to ensure the delivery of a trusted product. Ensures the following tasks are completed by following our policies and procedures.

  • Determine if customer’s company is a legitimate legal business entity

  • Determine if customer’s company has legal right to use the internet domain name listed on the certificate signing request.

  • Verify via third party source(s) that customer’s named contacts are employed at customer’s company and/or have the legal right to request and/or administer the digital certificate.

  • Issue the digital certificate or ensure a team member performs this task within SLA.

  • Provide World Class customer support:

  • Respond to customer’s inquiries regarding the status of their digital certificate and provide the customer with possible solutions to expedite issuance of their order within our Service Level Agreements.

  • Escalate unusual customer issues that cannot be resolved in a timely manner.

  • Understand Pearson’s product line

  • Promote teamwork and a positive work environment for the department.

  • Works with team to resolve customer issues.

  • Seeks assistance from management to resolve policy, process and procedural issues.

  • Achieve and maintain high levels of customer satisfaction

  • Actively participate in authentication projects and system implementation as needed.

 

Additional Objectives and Responsibilities:

 

The following is a list of the secondary job functions the Associate Information Security Assurance Analyst may be expected to perform depending on their experience level.

  • Process emails and file documents.

  • Recommend procedures that maximize operational efficiency and customer satisfaction.

  • Build relationship with our customers to ensure customer loyalty.

  • Mentor new hires on basic office procedures and product knowledge.

  • Ensure customer inquiries are handled according to Service Level Agreements and department goals

  • Assess customer issues to identify solutions and clearly recommend the appropriate course of action

  • Provide superior customer service and build successful long-term relationships with external clients to ensure customer loyalty

  • Actively utilize the Knowledge Base the resolve customer and internal inquiries

  • Demonstrate ability to accurately gather information and document customer issues through the Service Management toolset.

  • Actively support achievement of team goals, objectives and compliance with contractual service level

  • Ability to work independently and as part of a team

  • Work non-standard business hours as required to connect with global resources

  • Ability to communicate effectively with various technical and business teams across the world

  • Ability to handle large sets of data collection

  • General understanding of security

  • Comprehensive Understanding of SSL / Certificates (requests, generation, use, revocation)

  • Comprehensive skills with various SSL / Certificate generation technologies such as Comodo.

  • Intermediate skills with Google applications such as Google Sheets and Google Docs

  • Intermediate skills with Office Excel

  • Ability to manage a significant number of contact leads at any given time

  • Identify risks posed to Pearson and its customers and input into remediation activities

  • Effectively manage workload

  • Embrace a culture of continuous service improvement and service excellence

  • Stay up to date on security industry trends.

 

Qualifications:

 
  • Basic knowledge of Validation processes and procedures

  • Basic knowledge of PKI and SSL technology

  • Ability to support across one or more: Brands (Verisgin, Comodo, Thawte, GeoTrust)

  • Platforms / Tools (MMAVIS, AMT, OPS, VCC/E, TCC/E)

  • Strong interpersonal skills

  • Customer-focused and can demonstrate mastery of customer service skills

  • Excellent written and oral communication skills

  • Proficient in Microsoft Office Word, Excel, Outlook, and PowerPoint

  • Posses a positive attitude and outlook

  • Strong problem solving, analytical, and critical thinking skills

  • Ability to multi-task

  • Responsible for 100% compliance of our validation procedures

  • Strict attention to detail and accuracy

  • Be proactive, self-directed, detailed, and organized in order to take lead of any situation

 
 

Experience/Education:

 

  • 1 year of experience in a direct customer support role.

  • Good understanding and experience with protocols like SSL/TLS, TCP/IP, UDB, OCSP, COM/DCOM/RPC, LDAP.

  • Hands on experience with web services and associated frameworks like SOAP, REST, and WCF.

  • Good understanding of PKI concepts and standards including but not limited to X.509, CRL, FIPS, various cryptographic algorithms and hashing types.

  • Associate’s degree/vocational school training or equivalent job experience.

  • Be proactive, self-directed, detailed, and organized.

  • Ability to support across one or more brands. Customer-focused and can demonstrate mastery of customer service skills while addressing customer concerns.

  • Ability to work individually as well as in a team environment

  • Excellent written and oral communication skills.

  • Possess a positive attitude and outlook.

  • Knowledge of ITIL methodologies and technologies.

  • Above all, must have a passion for Security.

 

Apply Here: https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1617664