Description

 The Application Subject Matter Specialist IAM Support Analyst is responsible for the operational stability, security, and resilience of Identity and Access Management (IAM) services.

• The role provides expert Level 2 / Level 3 operational support for IAM platforms, ensuring reliable authentication, authorization, and access control in line with security, risk, resilience, and control standards.
• Working closely with global IT teams, application owners, infrastructure, cybersecurity, and vendors, this role supports business continuity, access governance, and identity lifecycle processes across the IAM landscape.
• This position is operations-focused, with accountability for incident resolution, service request fulfillment, and ongoing service reliability, operating within an AI-first environment where operational insights, troubleshooting, and continuous improvement are enhanced using AI-assisted capabilities to improve efficiency, stability, and risk management outcomes.

Essential Job Functions:
IAM Service Support & Operations

• Provide Level 2 / Level 3 operational support for IAM services including Okta, Okta Access Gateway, Azure SSO, Microsoft Entra ID Conditional Access, MFA, and Single Sign-On (SSO), leveraging AI-assisted monitoring and diagnostics to improve service stability and issue detection.
• Troubleshoot and resolve authentication, access, provisioning, and policy-related incidents and service requests within agreed service levels, using AI-assisted incident triage, log analysis, and pattern recognition to accelerate resolution and reduce MTTR.
• Perform root-cause analysis for recurring incidents and contribute to problem management activities to prevent reoccurrence, leveraging AI-driven insights to identify recurring patterns and recommend automation or preventive actions.

Platform Operations & Maintenance

• Support IAM platform operational activities including server upgrades, platform patching, maintenance windows, and version upgrades in collaboration with infrastructure and vendor teams, leveraging AI-assisted impact analysis to improve planning and reduce operational risk.
• Participate in Disaster Recovery (DR) planning, testing, and execution to ensure IAM service resilience and recoverability, using AI insights to assess risks and improve readiness scenarios.
• Support availability, performance, and capacity monitoring of IAM services and integrations, utilizing AI-based anomaly detection to proactively identify performance issues and system degradation.
• Proactively identify operational risks and support remediation activities to improve platform stability, leveraging AI-driven analytics to detect trends and predict potential issues before impact.

Application & Integration Support

• Support onboarding, maintenance, and troubleshooting of applications integrated with IAM platforms (SAML, OAuth, OpenID Connect, SCIM), leveraging AI-assisted diagnostics to improve integration analysis and issue resolution.
• Partner with application teams to assess IAM impacts during application changes, migrations, and deployments, using AI insights to identify potential risks and dependencies.
• Validate IAM configurations during production changes, cutover activities, and operational handovers, leveraging AI-assisted validation to improve accuracy and reduce configuration errors.

Security, Risk & Controls

• Support enforcement and troubleshooting of MFA, Conditional Access policies, device compliance rules, and access controls, leveraging AI insights to detect anomalies and potential security risks.
• Ensure IAM operations comply with security policies, audit standards, and internal control frameworks.
• Support identity governance, access certification, account lifecycle management, and privileged access controls.
• Assist with audit requests, compliance reviews, evidence gathering, and remediation activities.
• Monitor and report on IAM-related risks, control adherence, and security incidents.

Qualifications:

• Strong experience supporting Identity and Access Management (IAM) technologies and operational environments.
• Hands-on expertise with Okta, Okta Access Gateway, Azure SSO, Microsoft Entra ID, MFA, and Single Sign-On (SSO).
• Experience supporting authentication and authorization protocols such as SAML, OAuth, OpenID Connect, and SCIM.
• Strong knowledge of Identity Lifecycle Management, Access Governance, and Privileged Access concepts.
• Experience with incident management, problem management, root-cause analysis, and operational support processes.
• Knowledge of Disaster Recovery, business continuity, and service resilience practices.
• Understanding of security controls, compliance standards, audit requirements, and risk management frameworks.
• Experience working with infrastructure, cybersecurity, application, and vendor teams in enterprise environments.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience working within AI-assisted operations, monitoring, diagnostics, or automation environments is preferred.
• Excellent written and verbal communication skills.
• Strong stakeholder management and collaboration abilities

Key Skills

Education

Bachelor's degree