Lead - Identity Operations Support

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Summary of Role:

This position will report to the Identity Operations Support Team Leader, within the Identity & Access Management organization. The chosen candidate will provide advanced engineering-level expertise for SailPoint operations and support for a global user base, including Identity Lifecycle Management (Joiner/Mover/Leaver) functions, account provisioning/deprovisioning, and application aggregations. This is a hands-on technical position requiring complex, multi-functional analysis and problem solving, and familiarity with multiple Identity-related systems, including WorkDay, SailPoint, Active Directory (AD), LDAP, Exchange, Office 365, Ping Federate, Multi-Factor authentication, and other applications.

Responsibilities:

• Provide day-to-day operational support of global, large-scale identity and access management (IAM) solutions using SailPoint IdentityIQ
• Triage and manage incidents in ServiceNow and effectively communicate incident resolution to end-users
• As needed, collaborate with cross-functional teams to resolve incidents
• Notify leadership of any concerns or escalated incidents raised by users
• Ensure adherence to all Identity Operations Standard Operating Procedures (SOPs) and provide input for continuous improvement opportunities
• Champion best practices for problem management, identifying incident trends and driving root cause resolution to reduce future incidents
• As required, assist in the data gathering and analysis to produce and document Root Cause Analysis for select high-impact, high-severity incidents
• Based on incident trends, identify defects and enhancements for SailPoint and related IAM solutions, and submit Jira items to track the needed changes
• Monitor and triage IAM alerts and implement required actions
• Participate in on-call rotation to address any high severity incidents
• Maintain ServiceNow Knowledge Scripts, ensuring they are reviewed on a regular basis and up-to-date with current IAM solutions
• Support the IAM team during Audit inquiries
• Generate IAM reports as needed
• Participate in projects and initiatives in support of regulatory, audit and IAM directives as needed
• Participate in project work as required
• Collate statistical data as requested in support of operational and performance metrics/measurements
• Provide input as needed to leadership for strategic IAM plans

Years of Experience:

• Thorough understanding of IAM fundamental concepts
• Minimum of 3-5 years of Digital / Information Technology experience
• Minimum of 3-5 years’ hands-on technical experience supporting IAM solutions, preferably with SailPoint IdentityIQ
• Strong working knowledge of Identity-related systems, including SailPoint, WorkDay, Microsoft Active Directory (AD), Exchange, Office 365, and LDAP
• Knowledge of Ping Federate, Siteminder, and Multi-Factor Authentication (MFA) technolgies and use desirable
• Experience working within Information Technology Service Management (ITSM) tools such as ServiceNow
• Problem solving and analytical abilities including the ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and apply sound business knowledge
• Ability to multi-task and work independently, as well as work collaboratively with teams, which may be geographically distributed
• Ability to interact with IAM stakeholders, partners and leadership to build relationships centered around trust and consistent delivery
• Strong verbal and written communication skills, team player with proven collaboration skills, critical thinking and problem-solving skills
• Ability to handle multiple competing priorities
• Six Sigma Quality certification a plus
• ITIL Certification a plus

Education:

• BS or BA degree in computer science or related field.
• In lieu of a degree, 5+ years of IAM technical experience.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

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