Job Summary

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalations and incidents within the Identity Management domain, specifically utilizing CyberArk PAM solutions. This position is pivotal in maintaining service quality standards and enhancing customer satisfaction through effective communication, analysis, and documentation practices.

Key Responsibilities

1. Ensure Timely Resolution Of Escalated Tickets While Adhering To Quality Compliance Standards Using Cyberark Pam Tools (Vault, Pvwa, Cpm & Psm) To Meet Service Level Agreements.
2. Mentor Team Members In Best Practices For Identity Management And Cyberark Pam, Prepare Standard Operating Procedures, Maintain Comprehensive Documentation, And Facilitate Knowledge Sharing Sessions.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance Through Rigorous Assessment, Contributing To Effective Capacity Planning Within Cyberark Environments.
4. Foster Positive Customer Relationships By Actively Participating In Meetings To Address Concerns, Utilizing Cyberark Pam Insights To Enhance Service Delivery And Customer Satisfaction.
5. Conduct And Validate Root Cause Analysis And Trend Analysis Using Cyberark Pam Data To Create Reports That Inform Key Business Stakeholders About Performance Metrics And Improvement Strategies.

Skill Requirements

1. Expertise In Identity Management And Cyberark Pam (Vault, Pvwa, Cpm & Psm)
2. Strong Analytical Skills To Perform Root Cause And Trend Analysis
3. Excellent Communication And Presentation Skills For Stakeholder Engagement
4. Familiarity With Documentation Standards And Process Optimization

Other Requirements

1. Cyberark Certified Trustee (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable