Administrator - SailPoint IdentityNow, Java, SailPoint FAM
India
Job Description
Administrator - SailPoint IdentityNow, Java, SailPoint FAM
Noida, Uttar Pradesh
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.
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.
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.
Skill Requirement : Basic understanding of SailPoint (IIQ / IdentityNow) or any IAM tool Knowledge of IAM concepts (user provisioning, access management, RBAC basics) Familiarity with Active Directory / Azure AD Understanding of ServiceNow or any ITSM tool for ticket management Basic scripting exposure (PowerShell or similar – optional for L1) Good troubleshooting and communication skills
Information at a Glance
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Benefits
At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:
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Industry-benchmarked compensation
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Best-in-class healthcare benefits
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Personal time off
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Maternity and paternity benefits
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Access to skills / higher education programs/resources
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Discounts on products and services via Benefit Box
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Participate in CSR programs and live life with a purpose
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Opportunities to grow and advance your career
Note : The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.