Client Servies Consultant

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Job Description:

Broadcom Services is looking for individuals qualified in one or more of the following to serve as Services Residents for its Identity and Access Management products including:

SiteMinder Single Sign-On

Identity Suite / Identity Governance and Administration

VIP and VIP AuthHub

Directory

Please clearly indicate your specific areas of Broadcom Software or Industry expertise when applying for this role.

Services Residents are Broadcom’s most experienced professional services consultants who provide thought leadership and hands-on technical expertise to our most important client’s. They are Trusted Advisors that our client’s depend on for strategy, product insight, technical architecture, mentoring, and when needed, leading by example in deployment, configuration, and integration of Broadcom solutions. Services Residents can often be referred to as TAM’s or Technical Account Managers.

What You’ll Be Doing:

During the course of a typical week, a Services Resident might work with senior-level client leadership to understand their IT challenges and with architects to design a solution, then work with frontline client support personnel to identify the root cause of an outage, and spend time analyzing the performance of the Broadcom solution and developing configurations to improve performance. Services Residents also regularly share their client’s needs with Broadcom product managers and have access to experienced technical support engineers. Residents are continually learning - maintaining ongoing awareness of new Broadcom solution functionality and overall IT domain knowledge, and disseminating that knowledge to their client’s and teams.

We look for the following in a Services Resident:

Trusted Advisor. You're viewed – and sought out – as a reliable source of valued advice and support by your clients and coworkers. Besides being honest and dependable, you are also accountable for your actions. You will bring the skills, confidence and proven track record of being able to enter a new situation, often solo, to earn client’s trust, build relationships and become a trusted advisor. Simply put, they trust you, and they value your advice.

Relationship Manager. It is essential that you have experience with all three of the following skills. 

1. You must possess outstanding verbal, oral and written communication skills to be able to engage effectively with different client’s stakeholders. 

2. You must be able to provide a personal client experience through active listening and critical thinking. You need to be receptive, flexible and adaptable to gain a clear understanding of client needs.

3. You must be able to build emotional interactions with our client’s by displaying empathy, motivation, self-awareness and effective social skills, which is crucial in establishing successful long-term client relationships..

Consulting Acumen. It is essential you have experience leading client’s to achieve valued outcomes, demonstrating both thought leadership and strong emotional intelligence. The ability to establish persuasive arguments, resolve conflicts and leadership skills at all levels are a must. Having impeccable time management skills, the ability to multitask, and being a team player are also essential. You must have the ability to operate and influence at Executive Level internally and externally.

Leadership. Leverage strategic thinking with a positive, tenacious attitude, paired with your ability to understand the market, our client’s and our environment to help us focus on the right work and to approach everything from the client’s perspective. Be the self directed, confident activator who drives us to dive in with an eye toward getting to real value quickly. 

Excellent communication, presentation and writing skills. We value and encourage public speaking engagements and expect that you’re comfortable talking to software and executive teams and large audiences. You will also develop industry thought leadership, in the form of talks, articles and whitepapers, in partnership with other departments.

Facilitation skills and Training Acumen. Whether we are teaching a class or supporting critical leadership conversations, we take a strong facilitation approach to everything we do. It is essential that as a Broadcom Resident, you are a strong and experienced facilitator. We want our client’s to be empowered to use our solutions, and that means training them. You will value and use an interactive and facilitative teaching approach.

Creative Problem Solving. You have a strong work ethic, show drive to see a problem as an opportunity to grow and are motivated to find creative solutions, thereby focusing on growth and achieving positive results.

Key Responsibilities

Act as a trusted advisor to both the client and Broadcom

Work with Broadcom and the client’s senior management to identify objectives and strategies to promote usage & value of Broadcom solutions

Create and troubleshoot technical and business process issues, including root-cause analysis

Interact with technical support and product engineering to open, track and resolve product issues

Work closely with product management and product engineering to learn then apply new product features/functions

Lead ongoing maintenance and improvement of methodologies and document templates

Pursue, achieve, and maintain technical education and certifications

Assist clients with the design and creation of security policies (both detection and prevention)

Assist with the alignment of policies against Internal controls, regulatory requirements and best practices

Assist clients with building deployment packages (as needed)

Assist clients with test, implementation, business impact analysis, risk assessment and an overall business continuity strategy and disaster recovery efforts.

Clearly communicate verbally and in written form – articulating complex thoughts and ideas in small or large group settings.

Work well in a collaborative team environment with various personalities.

Keep the client and account teams informed of activities and road-blocks.

Work under light supervision, as a self-starter and show progress in the project and/or tasks as outlined is paramount to the success of this position.

Language, Travel and Other

Spoken and written proficiency in both Italian and English.

Roles may be a mix of client’s site and remote-work depending on client’s needs.

Occasional travel may be required for this role.

As this is a client-facing position, a client may require additional information to perform background checks before providing necessary access to their sites or systems.

Education and Experience

REQUIRED:

Bachelor's degree and 12+ years of related experience at this level, postgraduate coursework may be desirable or a Masters degree and 10+ years of related experience or PhD and 7+ years of related experience.

Consulting/Technical Account Management/Customer Success/Customer Service/Customer Facing and Technical Domain experience.

PREFERRED:

Technical experience with products comparable to the following Broadcom product groups 

SiteMinder (ForgeRock, PingOne, Okta, Microsoft Azure AD, RSA SecurID, Oracle Access Management)

Identity Suite / Identity Governance (IBM, Microsoft, Oracle, Sailpoint IQ, Sailpoint AI,Saviynt, RSA, Netwrix, Manage Engine, Omada, Open Text, SAP, ForgeRock, Brainwave, Ivanti, Fortra)

VIP (Microsoft Azure AD, OKTA Adaptive MFA, Yubico Yubikey, RSA SecurID Access, PingOne Cloud, Arculix, OneSpan Mobile Authenticator)

Directory (Microsoft Azure AD, Okta, AWS Directory Service, OneLogin, ManageEngine, Azure, Red Hat, Oracle, ForgeRock, HelloID, MiniOrange, Ping Identity, OpenLDAP,Micro Focus)

Advanced Authentication (Microsoft, Duo Security, IBM, PingID, Salesforce, One Login, RSA, CyberArk, PortalGuard, Ping Identity)

Technical skills include any of the following:

Running compliance via CCS, Managing Encryption, Reporting Encryption, Web console, Patch Management ITMS, Imaging ITMS, Programming - Typescript, Programming - Python, Programming - React, Web - HTML, Web - XML, Web - JavaScript, Cloud & Microservices, Databases, Linux, Networking, Unified Infrastructure Management, Open Stack, Compliance company, MDM Familiarity, Management Center, Reporting, Content analysis, SSL Visibility, Unified Infrastructure Management, Antivirus, Threat discovery, Threat prevention, Enterprise servers, Threat discovery, MDM Conditional Access Concepts, Identifying PII, Application level proxy, Understanding of protocols, Information leak, Hardening of personnel data, Application operation identification, Application manipulation, End to end networking flows, Microsoft domains, Enterprise Software Deployment, Basic Networking, Troubleshooting, Ports, DNS, Firewalls, Switches, IIS, Threat Prevention, Threat awareness, Policy Based Controls, Ensuring applications so not leak PII, Man in the middle methodology, Sun One directory Server, Microsoft Active Directory, CA Directory, Java Servlets, PHP, HTML, CSS, JavaScript, Ajax, Oracle, Microsoft SQL Servers, MySQL, Java, C/C++, Perl, Cisco, CCNA Cert, openssl, TLS, Cert admin, Debugging an application, Reading log files, Isolating system performance issues, CPU, Memory, Disk I/O, Linux "top", Window "perfmon", Working in NOC, Reading Wireshark traces, SSH, Bash Shell, Batch scripting, Scripting language, Read and understand code, SQL query language, performance tuning, database admin and security, SAML, SOAP, XML, HTML, REST, Python, Ruby, LUA, TCP/IP, HTTP, DNS, SSL, BGP, SNMP, Routers, Load Balancers, Distributed Systems, SD-WAN, Netflow Analysis, Disaster Recovery, Fault Tolerance, Fault Isolation and detection, SNMP Polling, SSL Certs, Grafana, ITSM, Ansible, Federation, OAUTH, OpenID, ITDR, CEIM, Public cloud platforms such as AWS, GCP and Azure 

Deep understanding of delivering business value through IT software solutions 

Broadcom Software technology certification relates to specific technology 

Maintain industry recognized certifications such as (ISC)2: CISSP;, ISACA: CISA / CISM;, GIAC: GSEC / GCED / GCCC / GDAT;, Cloud: Amazon, Microsoft, Google 

Knowledge of regulatory requirements and implementation standards 

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.