Job Summary

The Senior Administrator for Support & Operations plays a crucial role in delivering advanced technical support and operational excellence in Identity Management. This position is key in ensuring the integrity and security of the CyberArk PAM environment while enhancing customer satisfaction through effective troubleshooting and root cause analysis.

Key Responsibilities

1. Provide Advanced Technical Support By Troubleshooting Complex Cyberark Pam Incidents, Utilizing Vault, Pvwa, Cpm, And Psm To Implement Effective Solutions And Resolve Security Issues.
2. Conduct Thorough Root Cause Analysis For Escalated Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements To Enhance Operational Efficiency.
3. Contribute To Knowledge Management By Updating The Knowledge Base, Developing Training Materials, And Coaching New Analysts On Cyberark Pam Best Practices And Operational Procedures.
4. Resolve Complex Support Tickets Within Established Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Maintain A Strong Security Posture.
5. Enhance Customer Experience And Csat By Driving First Call Resolution Initiatives, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Identity Management Principles And Cyberark Pam Components Including Vault, Pvwa, Cpm, And Psm.
2. Strong Analytical And Problem-Solving Skills With A Focus On Root Cause Analysis And Incident Management.
3. Proficient In Developing And Managing Knowledge Base Content And Conducting Training For Support Teams.
4. Excellent Communication Skills To Facilitate Collaboration Across Teams And Ensure Positive Customer Interactions.

Other Requirements

1. Optional But Valuable Certifications: Cyberark Certified Trustee, Cyberark Certified Scripting Professional