BH Technologies® Case Study
Managed Services for Identity Access Management
Challenge
Our client, an American healthcare company, needed assistance with a large initiative to rebuild their service desk team of 120 contractors within their Identity Access Management (IAM) department. They had discovered an excessive ticket volume count and a record-high back log. Tickets were frequently incomplete and improperly closed out, and they were being tossed back and forth for someone else to close. The tickets received normally included requests for assistance with provisioning, onboarding, and offboarding candidates, as well as granting candidates and users access to systems and applications.
Our client needed a quick solution to manage a consistent log of 24,000+ tickets a month. In addition, the department was automating current processes within their ticketing system channels, supporting an influx of projects and preparing for an upcoming annual enterprise-wide initiative. As a result, the client needed significantly more skilled IAM service desk workers to manage the high volume.
Solution
To address our client’s need to quickly hire and onboard candidates, we provided a custom solution to hire candidates in bulk for short-term assignments on a week-to-week basis via a phased approach to hiring. This allowed for a smooth onboarding and transition process.
Phase one included building a team of forty long-term contractors supporting many applications. Phase two was building the rest of the team who eventually converted to full-time roles. Phase three consisted of contractor management and support, including weekly meetings with leadership, a daily standup with the IAM team, and training for the first three months to provision all the required programs and features. During this phase, our client identified a gap in their self-managed home-grown application support as demand would swell with the upcoming large initiative. We deployed a team of ten resources and pursued an aggressive schedule to ensure the contracting team would be ready for the major project launch.
Because of our deep understanding of this company, the client had confidence in our ability to successfully interview, screen, present, and hire a large team of qualified candidates. We built a pod from our delivery team that strategically focused on the required roles. Our team performed an indepth technical screen pinpointing critical skills defined by the client, followed by a video WebEx interview, and concluding with a final interview. This strategic approach allowed us to find the best match with candidates who had the strongest technical skills, acumen, and personality fit.
We became subject matter experts on the unique needs our client was looking to fulfill. We prepared up to fifteen profiles at a time and held WebEx interviews weekly to help protect the hiring managers’ schedules throughout this process. During these sessions with our client, we would efficiently review each candidate’s qualifications and unique fit for the role. With hiring decisions quickly made, we would then continue the hiring and onboarding process for those candidates
