Senior, IAM Technical Analyst

Role mission

·As an Identity and Access Management (IAM) Support Analyst, your role is crucial in ensuring the Security and Integrity of our organization's digital assets.

·Managing service levels, operations KPI’s, audit remediation actions and continuous improvements.

·The ideal candidate will be responsible for providing day-to-day support and troubleshooting for SailPoint IdentityIQ implementations, resolving issues, and coordinating with development and infrastructure teams to ensure platform stability and user access compliance.

·As a SailPoint Operations Analyst, you will support and maintain our Identity and Access Management (IAM) infrastructure, focusing on user access provisioning and issue resolution.

Main responsibilities

·Monitor and maintain SailPoint IdentityIQ platform health and operations, addressing incidents, service requests, and failures related to provisioning, deprovisioning, and identity synchronization.

·Provide L2/L3 troubleshooting support for complex provisioning issues, including account creation errors, connector failures, role assignments, and onboarding/offboarding automation errors.

·Analyse audit logs, provisioning events, and identity lifecycle workflows to identify root causes of access failures, entitlement misassignments, and policy violations.

·Collaborate with end users and business teams to resolve access issues, analyse unusual identity behaviours, and address escalations related to approvals, certification, or segregation of duties (SOD) conflicts.

·Manage and troubleshoot identity-related jobs and scheduled tasks, including certification campaigns, policy violations, account aggregations, and connector synchronizations.

·Coordinate with development, infrastructure, and security teams to escalate and resolve performance issues, connector upgrades, and product enhancement bugs.

·Support version upgrades, patches, and environment migrations, including planning, testing, and executing changes in development, QA, and production environments.

·Implement patches, hotfixes, and SailPoint upgrades in accordance with change management policies while ensuring minimum downtime and post-upgrade testing validation.

·Support governance activities like access certifications, account reviews, and role-based access reviews (RBAR), ensuring accuracy and timely completion in compliance with audit schedules.

·Respond to and resolve alerts from identity system monitoring tools, including failures in scheduled jobs, policy violations, provisioning delays, and system availability warnings.

·Assist in onboarding and integrating new applications with SailPoint IdentityIQ, configuring connectors, defining provisioning rules, and validating entitlement mappings.

·Maintain and update technical documentation, SOPs, and knowledge base articles to ensure accuracy of support references and reduce resolution time for recurring issues.

·Collaborate with compliance and audit teams to ensure that identity processes align with internal security controls and external regulations such as SOX and GDPR.

·Participate in support of major deployments, ensuring availability of IAM services during critical maintenance windows and upgrades.

Qualifications
 

Skills and experience

·Bachelor’s or master’s degree in computer science, Information Technology, or a related field.

·4+ years of experience in IAM support with hands-on exposure to SailPoint IdentityIQ.

·Understanding of IAM concepts and ITSM workflows.

·Strong understanding of identity lifecycle management, RBAC, and access certifications.

·Familiarity with REST/SOAP APIs and SailPoint rules, workflows, and tasks.

·Scripting and debugging experience (JAVA/Bean shell preferred).

·Strong problem-solving skills and the ability to make decisions in a fast-paced environment.

·Strong communication and interpersonal skills, with the ability to collaborate effectively with users, professionals, and IT teams.