Job Summary

The IAM Service Delivery Administrator plays a critical role in ensuring the effective support and operations of Identity and Access Management services. This position is responsible for independently resolving tickets, providing on-call support, and performing root cause analysis to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Iam Service Delivery Processes To Ensure Compliance With Company Policies.
2. Provide On-Call Support For Escalated Incidents And Conduct Root Cause Analysis Using Iam Tools To Identify And Rectify Underlying Issues Effectively.
3. Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts In Best Practices For Iam Service Delivery.
4. Independently Resolve Support Tickets Within Agreed Service Level Agreements (Slas) For Volume And Response Time, Utilizing Iam Service Delivery Techniques And Tools.
5. Enhance Customer Experience And Satisfaction (Csat) By Striving For First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.

Skill Requirements

1. Proficient In Iam Service Delivery Principles And Practices.
2. Strong Analytical Skills For Conducting Root Cause Analysis And Troubleshooting.
3. Familiarity With Ticketing Systems And Sla Management.
4. Good Communication Skills For Effective Stakeholder Interaction And Training Purposes.
5. Solid Understanding Of Regulatory Compliance Related To Identity And Access Management.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Certified Information Security Manager (Cism), Or Identity Management Institute Certifications