Are you energized by providing technical coaching to our associate workforce regarding Fidelity’s Entitlement policies and procedures? If you’re motivated to overcome obstacles and get to 'yes', then the Entitlement Coaching role is the job for you!
Enterprise Cybersecurity provides worldwide cybersecurity protection, technology, and support to all businesses under the Fidelity Investments umbrella. As an ambassador between Enterprise Cybersecurity and the business, this consultant provides advanced knowledge of business and technical aspects of cybersecurity and demonstrates analytical abilities to move and promote our practice to a best-in-class organization.
The Expertise You Have and The Skills You Bring
Undergraduate degree or equivalent work experience
3 years information security, fraud, risk, or related technology subject area combined with one year of customer service experience.
Demonstrate excellent customer support skills and a strong level of technical knowledge.
Have an inquisitive nature and look past the stated need to get to the root of an issue.
Strong to deep understanding of access and entitlement management technologies preferred.
Cybersecurity Competence – Wide understanding of the cybersecurity product areas, policies, and the application of concepts to the business unit. Correlate programs and business initiatives to Cybersecurity product lines and products to implement the best cybersecurity controls available. Solid grasp of cyber risk management principles, how it affects our partners and applying appropriate mitigation strategies effectively.
Communication – Proficient with clear communication, strong interpersonal skills, with the ability to identify change and opportunity with a positive attitude and determined action.
Organizational Awareness – General knowledge of Fidelity’s overall purpose, with ability to quickly learn about our supported business and technology organizations, and Cybersecurity as well as the internal hierarchical and management structure within the organization and Fidelity's competitive position.
Team Approach – Contributes to building a strong support team through deep communication, trust, collaboration, peer-to-peer mentoring, and recognition.
Ability to solve and work on enrichment issues.
Ability to work across teams and organizations to resolve issues timely and completely for the customers.
Creates and maintains complex documentation for reference by external teams and stakeholders including FAQs and training materials.
Good analytical skills, attention to detail with independent decision-making capability
Strong interpersonal and communication skills; Previous coaching experience preferred.
Ability to perform under pressure and working in sync with the larger team.
The Value You Deliver
You serve as Entitlement support and assist the enterprise with questions relating to the Entitlement Standard and the proper documentation of their entitlements.
You will contribute to the organizational vision in a constantly changing environment by applying technical knowledge, analyzing problems, and providing high quality support to associates.
Provide problem solving to propose solutions based on understanding of product needs and priorities.
Collaborate across multiple squads and functions.
Ability to manage a queue of associate requests and open questions in email/chat / call scheduler.
Document associate interactions to enhance FAQ materials and internal support guides.
Identify issues that prevent the organization in completing enrichment, raise them appropriately and collaborate with product area to fix those issues.
Schedule 1x1s with business partners to resolve enrichment issues.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.
We welcome those with experience in jobs such as General, General, and General and others in the General to apply.
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