Job Summary

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the timely resolution of escalated incidents and the maintenance of high-quality service levels within the organization. This position is instrumental in enhancing customer satisfaction through effective communication, mentoring, and the implementation of best practices in SAILPOINT IDENTITYNOW and SAILPOINT FAM.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Leveraging Sailpoint Identitynow And Sailpoint Fam Solutions, Adhering Strictly To Agreed Sla Standards.
2. Mentor Administrators And Team Members While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Promote Knowledge Sharing And Operational Excellence.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Optimize Resource Allocation And Service Delivery.
4. Drive Positive Customer Feedback And Satisfaction By Participating In Customer Meetings, Actively Addressing Issues, And Facilitating Effective Communication With Key Stakeholders.
5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Detailed Reports To Present Findings And Facilitate Performance Improvements To Key Business Stakeholders.

Skill Requirements

1. Proficiency In Sailpoint Identitynow And Sailpoint Fam, Demonstrating Advanced Understanding And Application.
2. Strong Analytical Skills With The Ability To Conduct Thorough Root Cause And Trend Analyses.
3. Excellent Communication And Presentation Skills To Interact Effectively With Stakeholders.
4. Familiarity With Operational Best Practices And The Ability To Mentor Team Members.

Other Requirements

1. Recommended Certifications: Sailpoint Identitynow Certified Implementation Engineer (Optional But Valuable), Itil Foundation Certification (Optional But Valuable)