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Senior IAM Support Analyst

  • Location: West Miami
  • Salary: US$90000 - US$120000 per annum
  • Job Type:Permanent

Posted 16 days ago

  • Contact: Sebastian Boudreau
  • Contact Email: sebastian.boudreau@cloud-international.com
  • Start Date: ASAP
  • Expiry Date: 10 June 2022
  • Job Ref: BBBH19349_1652300941

Sr. IAM Analyst

Summary of Position:
The Sr. Analyst is a customer advocate who has an experience using integration applications and troubleshooting issues customers may experience when using such applications. The candidate should be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and contagious positive attitude, be a team player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, the candidate must have effective time and project management skills to push initiatives and results efficiently and effectively, while also contributing to a proactive support model.
The Sr. Analyst is the face for customer and is critical to delivery and manage expectations. They work closely with SME's (practice teams) in delivering one stop solution to enhance customer experience.

Primary Duties:
o Provide real time resolution on a wide range of technical and non-technical customer issue
o Strong analytical and troubleshooting skills for problem determination, workaround resolution, root cause analysis, major incident management etc.
o Very good in documentation and should be able to write FAQs, Artifacts and other knowledge management documents
o On-Call: willingness to receive calls and support during off-office hours and over weekend (as required)
o Willingness to learn new technology (primary and secondary skill)
o Perform development and enhancement activities based on customer requirements
o Guide team to perform day-to-day operations and mentor them to enhance their skills
o Skillful to get knowledge of existing implementation from customer / vendor
o Provide assistance and cover for other team members
o Play the role of individual contributor and become a focal point of contact for customer
o Gather requirements from customer for enhancement requests
o Provide a high level of customer service with pro-active communication
o Work with vendor product support to open, troubleshoot, and resolve product issues
o Should be able to provide inputs for Weekly Status Report/Periodic Status Report

Qualifications/Experience:
o Extensive customer support and management experience
o 4 - 8 years of experience and exposure to at-least one IAM product (Sailpoint Prefered)
o Experience on Enterprise directories (LDAP, Active Directory, etc.)
o Hands-On experience to Incident Management system (Remedy, OTRS, Service Now etc.)
o Basic knowledge of
➢ Java, .NET, or similar object-oriented programming language (any one)
➢ Relational databases (Oracle, MSSQL, MySQL, etc.)
➢ Operating systems (Windows and Unix)
➢ Application servers (Tomcat, WebSphere, WebLogic etc.)
o Excellent communication and interpersonal skills
o Excellent analytical approach and problem solving skills
o Understanding of software development life cycle, source control and support tools
o ITIL v3 Foundation or above is a plus