IAM IT Operations Analyst 3

Job Description:

IAM IT OPERATIONS ANALYST III

Position Summary

The IAM IT Operations Analyst III is a senior, hands-on technical resource responsible for complex identity and access support, account administration, provisioning exceptions, authentication troubleshooting, and operational escalations. Working across Workday, Microsoft Entra ID, Active Directory, ServiceNow, Microsoft 365, and enterprise applications, this role takes ownership of difficult incidents through resolution, provides responsive onsite and executive support, mentors junior analysts, and improves operational consistency. The focus is production support and technical problem-solving—not IAM solution architecture, software development, or engineering ownership.

Key Responsibilities — Identity & Access Operations

• Administer and troubleshoot Entra ID and Active Directory identities, groups, access assignments, authentication methods, account status, and licensing within approved permissions.
• Investigate complex joiner, mover, leaver, rehire, transfer, and contractor-to-employee provisioning exceptions; reconcile attributes and account state across Workday, IAM workflows, directories, and downstream applications.
• Identify and coordinate correction of duplicate, stale, disabled, improperly provisioned, and out-of-sync accounts; document approvals and validation results.
• Validate role-based access, group membership, SSO sign-in symptoms, and application access dependencies; partner with engineering or application owners when platform changes are required.

Technical Escalations & ServiceNow Operations

• Serve as senior operational escalation point for difficult access, provisioning, authentication, Microsoft 365, Teams, Horizon, Zscaler, LMS, and related enterprise application incidents.
• Investigate issues independently using account attributes, logs and available administrative tools; document troubleshooting, root-cause findings when determinable, and resolution steps.
• Own high-priority incidents through resolution, coordinate across Service Desk, IAM Engineering, Cybersecurity, HRIS, Desktop Support, and application teams, and keep stakeholders informed.
• Review complex ServiceNow cases for ticket quality, clear handoffs, SLA adherence, and recurring trends; support onsite and VIP/executive escalations.

Security, Controls & Operational Readiness

• Apply least privilege, identity verification, access approvals, segregation of duties, change controls, and audit-ready documentation.
• Support SSPR and MFA issue investigation within authorized permissions; route restricted MFA resets and security-sensitive changes through Cybersecurity and required management approvals.
• Coordinate Day-1 readiness, urgent onboarding access, rehire continuity, domain transitions, generic-account reviews, access reviews, and account hygiene initiatives.
• Participate in on-call or critical incident support as assigned and ensure accurate incident handoff.

Knowledge, Mentoring & Continuous Improvement

• Provide practical technical guidance and knowledge transfer to Analyst I and Analyst II staff and Service Desk agents.
• Own and improve IAM operational knowledge articles, runbooks, escalation procedures, and troubleshooting documentation.
• Identify repeat failures and manual support gaps; recommend process improvements and assist in testing and validating engineering-delivered fixes or approved automation.
• Track recurring exceptions, backlog, SLA performance, provisioning accuracy, and customer-impact trends; communicate recommendations to management.

Required Qualifications

• 3–5+ years of progressively responsible IAM operations, directory administration, enterprise IT support, or advanced Service Desk escalation experience.
• Strong hands-on Microsoft Entra ID and Active Directory administration, Microsoft 365 access support, account lifecycle management, group administration, RBAC, MFA, and provisioning troubleshooting.
• Experience investigating identity and access issues in ServiceNow or a comparable ITSM platform and owning complex cases through resolution.
• Ability to correlate information across multiple systems, work independently under pressure, coordinate technical escalations, and communicate clearly with users and stakeholders.
• Sound security judgment, strong documentation habits, customer service skills, and experience guiding less-experienced analysts.

Preferred Qualifications

• Experience with Workday-driven provisioning, hybrid identity, SSO/SCIM troubleshooting, enterprise application access, and executive/onsite support.
• Familiarity with PowerShell commands, approved operational scripts, Microsoft Graph reporting, or workflow automation; script development is not required.
• Microsoft identity, Security+, ITIL, or related certifications; exposure to access reviews and compliance evidence.

Employment Eligibility

To be eligible for this opportunity, you must be authorized to work in the U.S. Upbound Group does not offer employment-based immigration sponsorship for this role, including OPT or CPT.

Equal Opportunity Employer

Upbound Group is an equal opportunity employer committed to ensuring all employment decisions are made on a non-discriminatory basis in accordance with applicable federal, state, and local laws.

Upbound Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.