Job Description

Job Summary

The IAM Operations Administrator plays a critical role in ensuring the seamless operation of identity and access management systems. This position focuses on independently resolving technical support tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction. The administrator will contribute to knowledge management and training initiatives, ensuring adherence to quality standards and regulatory requirements.

Key Responsibilities

1. Independently Resolve Support Tickets Related To Cyberark Pam (Vault, Pvwa, Cpm & Psm) And Identity Management, Ensuring Timely Closure Within Agreed Slas.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis To Identify And Mitigate Recurring Problems In Iam Operations.
3. Update And Manage The Knowledge Base By Documenting Solutions And Best Practices, Facilitating Improved Support Processes.
4. Conduct Training Sessions For New Analysts And Provide Coaching, Enhancing Team Capabilities And Service Delivery.
5. Ensure A Positive Customer Experience By Achieving High First Call Resolution Rates And Minimizing Case Reopenings, Contributing To Overall Customer Satisfaction Metrics.

Skill Requirements

1. Proficient In Identity Access Management, Specifically With Cyberark Pam (Vault, Pvwa, Cpm & Psm).
2. Solid Understanding Of Iam Operations And Support Processes.
3. Familiarity With Regulatory Requirements And Quality Standards In It Operations.
4. Strong Analytical And Problem-Solving Skills For Root Cause Analysis.
5. Effective Communication Skills For Training And Customer Interaction.

Other Requirements

1. Optional Certifications: Cyberark Certified Delivery Engineer (Ccde), Certified Information Systems Security Professional (Cissp)