Identity Operations Support Engineer

Unspecified

Summary of Role :

This position will report to the Identity Operations Support Team Leader, within the Identity & Access Management organization. The chosen candidate will provide advanced engineering-level expertise for SailPoint operations and support for a global user base, including Identity Lifecycle Management (Joiner / Mover / Leaver) functions, account provisioning / deprovisioning, and application aggregations. This is a hands-on technical position requiring complex, multi-functional analysis and problem solving, and familiarity with multiple Identity-related systems, including WorkDay, SailPoint, Active Directory (AD), LDAP, Exchange, Office 365, Ping Federate, Multi-Factor authentication, and other applications.

Responsibilities :

• Provide day-to-day operational support of global, large-scale identity and access management (IAM) solutions using SailPoint IdentityIQ
• Triage and manage incidents in ServiceNow and effectively communicate incident resolution to end-users
• As needed, collaborate with cross-functional teams to resolve incidents
• Notify leadership of any concerns or escalated incidents raised by users
• Ensure adherence to all Identity Operations Standard Operating Procedures (SOPs) and provide input for continuous improvement opportunities
• Champion best practices for problem management, identifying incident trends and driving root cause resolution to reduce future incidents
• As required, assist in the data gathering and analysis to produce and document Root Cause Analysis for select high-impact, high-severity incidents
• Based on incident trends, identify defects and enhancements for SailPoint and related IAM solutions, and submit Jira items to track the needed changes
• Monitor and triage IAM alerts and implement required actions
• Participate in on-call rotation to address any high severity incidents
• Maintain ServiceNow Knowledge Scripts, ensuring they are reviewed on a regular basis and up-to-date with current IAM solutions
• Support the IAM team during Audit inquiries
• Generate IAM reports as needed
• Participate in projects and initiatives in support of regulatory, audit and IAM directives as needed
• Participate in project work as required
• Collate statistical data as requested in support of operational and performance metrics / measurements
• Provide input as needed to leadership for strategic IAM plans

Years of Experience :

Education :