Job Description

Job Summary

The Identity Management Administrator plays a crucial role in ensuring the smooth operation of CyberArk PAM solutions, providing timely support for escalated issues, and enhancing customer satisfaction through effective ticket resolution and root cause analysis. This position requires a solid understanding of identity management processes and a commitment to maintaining high-quality service standards.

Key Responsibilities

1. Independently Resolve Support Tickets Related To Cyberark Pam (Vault, Pvwa, Cpm & Psm) By Utilizing In-Depth Knowledge Of Identity Management Practices And Adhering To Established Quality Standards And Regulatory Requirements.
2. Provide On-Call Support For Escalated Incidents, Conducting Thorough Root Cause Analysis To Identify Underlying Issues And Implement Effective Solutions.
3. Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Performance.
4. Ensure Compliance With Service Level Agreements (Sla) By Effectively Managing Ticket Volumes And Response Times, Striving For Timely And Accurate Resolutions.
5. Foster A Positive Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases, Thereby Enhancing Overall Customer Satisfaction (Csat).

Skill Requirements

1. Solid Understanding Of Identity Management Principles And Cyberark Pam Technologies, Including Vault, Pvwa, Cpm & Psm.
2. Proficiency In Root Cause Analysis And Incident Resolution Within A Support Environment.
3. Strong Problem-Solving Skills With A Focus On Delivering High-Quality Customer Service.
4. Experience In Knowledge Management And Training Facilitation.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Cyberark Certified Trustee Or Cyberark Certified Sentry (Optional But Valuable)