Job Summary

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

Key Responsibilities

1. Manage And Resolve Incidents Related To Cyberark Pam (Vault, Pvwa, Cpm & Psm) By Utilizing Iam Project Management Skills To Ensure Timely Responses And Adherence To Service Level Agreements.
2. Conduct In-Depth Root Cause Analysis On Escalated Issues, Applying Critical Thinking To Identify Solutions And Prevent Future Occurrences.
3. Enhance The Knowledge Base By Creating And Updating Documentation On Iam Processes And Cyberark Functionalities To Support Team Efficiency.
4. Provide Training And Coaching To New Team Members, Fostering A Collaborative Environment And Sharing Best Practices In Identity Management And Operational Support.
5. Ensure Positive Customer Experience By Achieving First Call Resolution Metrics And Minimizing Case Reopen Rates, Contributing To Overall Customer Satisfaction (Csat).

Skill Requirements

1. Strong Proficiency In Iam Project Management And Cyberark Pam (Vault, Pvwa, Cpm & Psm)
2. Solid Understanding Of Identity Management Principles And Best Practices
3. Familiarity With Ticketing Systems And Sla Management
4. Excellent Analytical And Problem-Solving Skills
5. Effective Communication And Interpersonal Skills

Other Requirements

1. Optional But Valuable: Cyberark Certified Delivery Engineer (Cde)
2. Optional But Valuable: Certified Information Systems Security Professional (Cissp