Job Description

Job Summary

The SAILPOINT Administrator plays a crucial role in the Support & Operations team by independently resolving technical issues related to SAILPOINT IDENTITYNOW and SAILPOINT FAM. This position emphasizes high-quality support, root cause analysis, and effective customer interactions to enhance satisfaction and streamline operations.

Key Responsibilities

1. Provide Technical Support For Sailpoint Identitynow And Sailpoint Fam By Independently Resolving Tickets While Adhering To Quality Standards And Company Policies.
2. Conduct Thorough Root Cause Analysis For Escalated Issues, Implementing Solutions That Prevent Recurrence And Enhance System Performance.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Ensuring That Documentation Is Current And Accessible.
4. Facilitate Training Sessions For New Team Members And Coach Analysts To Improve Their Understanding And Efficiency In Using Sailpoint Tools.
5. Strive For Positive Customer Experience By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopen Cases, Ensuring Compliance With Agreed Sla For Ticket Volume And Response Time.

Skill Requirements

1. Proficient In Sailpoint Identitynow And Sailpoint Fam With A Solid Understanding Of Their Functionalities.
2. Strong Analytical Skills With The Ability To Perform Root Cause Analysis Effectively.
3. Good Knowledge Of Customer Service Principles And Practices.
4. Familiarity With Support Ticketing Systems And Service Level Agreements (Slas).
5. Excellent Communication Skills To Provide Clear Support And Training.

Other Requirements

1. Optional But Valuable Certifications In Sailpoint Identitynow Or Related Identity Management Solutions