Job Description

Job Summary

The IAM Operations Subject Matter Expert plays a crucial role in ensuring the efficient resolution of escalated incidents and adherence to service level agreements (SLAs) within the Support & Operations team. This role demands a strong understanding of Identity and Access Management (IAM) processes, particularly with CyberArk PAM technologies, to enhance service delivery and maintain high levels of customer satisfaction. The expert will also engage in mentoring, documentation, and stakeholder communication to drive operational excellence.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents Related To Iam Operations, Utilizing Cyberark Pam Technologies For Effective Incident Management As Per The Established Slas.
2. Mentor Team Members And Administrators On Iam Best Practices, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Promote Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Engaging In Customer Meetings To Gather Feedback And Understand Operational Challenges, Ensuring High Levels Of Customer Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Validate Findings And Prepare Performance Reports For Presentation To Key Business Stakeholders.

Skill Requirements

1. Strong Understanding Of Iam Principles And Cyberark Pam Technologies, Specifically Vault, Pvwa, Cpm, And Psm.
2. Proficient In Incident Management Processes And Adherence To Sla Requirements.
3. Excellent Documentation Skills With The Ability To Create Sops And Maintain Knowledge Bases.
4. Strong Analytical Skills For Conducting Root Cause And Trend Analysis.
5. Effective Communication And Stakeholder Management Skills.

Other Requirements

1. Certification In Cyberark Certified Delivery Engineer (Optional But Valuable).
2. Iam-Related Certifications Such As Certified Identity And Access Manager (Ciam) (Optional But Valuable)