Job Summary

The Subject Matter Expert in CyberArk PAM is responsible for ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements. This role is critical in enhancing operational efficiency and customer satisfaction by leveraging deep technical expertise in privileged access management tools.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets Using Cyberark Pam, Beyondtrust Privileged Identity, And Related Tools, While Adhering To The Agreed Sla.
2. Mentor Team Members And Administrators On Best Practices In Cyberark Pam And Beyondtrust, Prepare Sops, And Maintain Effective Documentation To Enhance Team Performance And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols Using Cyberark Tools, While Participating In Capacity Planning Activities To Optimize Resource Allocation.
4. Facilitate Positive Customer Feedback By Actively Participating In Customer Meetings, Utilizing Cyberark Pam Insights To Understand And Address Any Operational Challenges Faced By Clients.
5. Validate And Analyze Root Cause And Trend Analyses Reports Using Cyberark Pam Metrics To Enhance Performance And Present Actionable Insights To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Cyberark Pam (Vault, Pvwa, Cpm & Psm) And Beyondtrust Privileged Identity.
2. Proficient In Using Pam Tool Rest Apis And Powershell Scripting For Automation And Reporting.
3. Strong Analytical Skills To Conduct Root Cause And Trend Analyses.
4. Excellent Communication And Presentation Skills To Engage With Stakeholders Effectively.

Other Requirements

1. Optional But Valuable Certifications: Cyberark Certified Defender, Beyondtrust Certified Professional, Or Equivalent In Privileged Access Management