Provisioning Specialist

Founded in early 2021, Ibility is a Service-Disabled Veteran-Owned Small Business and a Woman-Owned Small Business, headquartered in Gaithersburg, MD. Ibility is a small but mighty company that is positioned for rapid growth. Simply put, we help government leaders to achieve their mission by designing creative products and programs that delight their customers and make their employees more efficient - building trust and improving overall satisfaction. We use human-centered design principles in every engagement because we believe the end-user is critical to the long-term success of any solution. Our team is fun, passionate, bold, and creative. We live our mission every day – to inspire people, create cool stuff, and make a lasting impact on the world!

Position Overview:

Ibility is seeking a detail-oriented Provisioning Specialist to support the Department of Veterans Affairs (VA) enterprise provisioning capability. This position plays a critical role in ensuring users receive timely and accurate access to Oracle Health (Cerner Millennium) and associated clinical applications following deployment activities across the VA enterprise.

As a member of the provisioning operations team, the Provisioning Specialist will serve as a front-line resource responsible for receiving, validating, and processing user access requests while ensuring compliance with established identity and access management procedures. The ideal candidate will possess strong analytical skills, exceptional attention to detail, and the ability to work effectively in a fast-paced operational environment supporting mission-critical healthcare systems.

While supporting client delivery is the primary responsibility, this role also provides opportunities to contribute to Ibility's continued growth, operational excellence initiatives, and culture of innovation and continuous improvement.

Primary Responsibilities:

Access Request Processing

• Receive, review, validate, and process user provisioning requests submitted through designated request management channels.

• Validate user information and ensure required identifiers, including EDIPI, FedID, and SecID, are accurately captured and documented.

• Review User Access Reports (UARs) and related system records to verify requested access does not already exist.

• Submit service records and provisioning requests through Oracle Health eService and other authorized platforms.

• Communicate request completion status, deficiencies, or required corrections to requesters and designated coordinators.

Provisioning Operations & Workflow Management

• Process standard, ancillary, and special-case application provisioning requests in accordance with established procedures.

• Maintain accurate request tracking information, including status updates, service record numbers, and resolution notes.

• Monitor request queues and ensure timely processing in accordance with established service-level expectations.

• Escalate processing issues, unresolved requests, or operational risks to leadership as appropriate.

Standard Operating Procedure (SOP) Execution & Continuous Improvement

• Follow and maintain documented SOPs, work instructions, and provisioning guidelines for supported applications.

• Identify process improvement opportunities and recommend enhancements to provisioning workflows and operational procedures.

• Support knowledge-sharing initiatives and contribute to maintaining current operational documentation.

• Ensure compliance with security, privacy, and access management policies throughout the provisioning lifecycle.

Stakeholder Engagement & Customer Support

• Partner with User Role Assignment Coordinators (URACs), system administrators, and requesters to resolve access-related issues.

• Provide timely and professional customer service when addressing provisioning inquiries and deficiencies.

• Follow up on incomplete requests and coordinate with stakeholders to obtain required approvals and documentation.

• Maintain clear, accurate, and professional communications across all levels of the organization.

Minimum Requirements:

• Experience supporting identity and access management (IAM), user provisioning, service desk, or comparable operational support functions.

• Ability to learn and apply Oracle Health (Cerner Millennium) provisioning workflows or similar enterprise healthcare system access processes.

• Strong attention to detail and accuracy when processing sensitive user identity and access information.

• Experience performing data validation, data entry, and records review activities.

• Proficiency with Microsoft Office applications, including Excel and Teams.

• Strong verbal and written communication skills with the ability to collaborate across stakeholder groups.

• Ability to work independently, manage competing priorities, and meet established deadlines.

• Highly organized, dependable, and customer-focused professional with a positive, solutions-oriented mindset.

• Ability to successfully pass a background investigation and obtain any required government clearance.

• Associate's or Bachelor's degree, or equivalent combination of education and relevant professional experience

Preferred Qualifications:

• Experience supporting Department of Veterans Affairs (VA) programs or other federal healthcare initiatives.

• Experience with Oracle Health (Cerner Millennium), Oracle Health eService, or other enterprise healthcare platforms.

• Familiarity with User Access Reports (UARs), User Role Assignment (URA) processes, and provisioning governance practices.

• Experience processing ancillary application access requests, including healthcare or clinical support systems.

• Experience developing or maintaining SOPs, work instructions, or operational documentation.

• Experience in a help desk, service management, ticketing administration, or provisioning operations environment.

• Four or more years of experience supporting identity and access management, provisioning operations, or healthcare IT support environments

We are committed to diversity, inclusion, and accessibility. We are an Equal Opportunity Employer in all aspects of employment and do not discriminate for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.