Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in managing and resolving escalated incidents within the Identity and Access Management (IAM) domain. This position ensures timely and quality compliance in incident resolution, while enhancing customer satisfaction through effective communication and mentoring. The SME will leverage their expertise in CyberArk PAM and IAM project management to drive operational excellence and facilitate strategic discussions with stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Applying Iam Project Management Principles And Cyberark Pam Tools, Adhering To Agreed Slas To Maintain Operational Efficiency.
2. Mentor Team Members And Administrators By Sharing Best Practices In Cyberark Pam Implementations, While Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance, While Engaging In Capacity Planning Activities To Optimize Resource Allocation And Operational Readiness.
4. Actively Participate In Customer Meetings To Gather Feedback And Understand Issues Faced, Ensuring Positive Customer Experience And Satisfaction Through Effective Communication And Solution-Oriented Discussions.
5. Validate Analyses Such As Root Cause And Trend Analysis, Preparing Detailed Reports To Present Findings And Recommendations To Key Business Stakeholders For Informed Decision-Making And Performance Improvement.

Skill Requirements

1. Proficient In Iam Project Management Methodologies And Cyberark Pam (Vault, Pvwa, Cpm & Psm).
2. Strong Analytical Skills With An Emphasis On Incident Resolution And Performance Reporting.
3. Excellent Communication And Presentation Skills To Engage Effectively With Stakeholders.
4. Familiarity With Change Management Processes And Capacity Planning Principles.

Other Requirements

1. Optional But Valuable Certifications: Cyberark Certified Implementation Engineer, Iam-Related Certifications (E.G., Certified Identity And Access Manager)