Lead Customer Support/Access Management Analyst

You desire impactful work.
 

You’re RGA ready

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 200 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

A Brief Overview
Under limited supervision, the role is responsible for daily management of Service Desk(SD) and Enterprise Access Management(EAM) metrics, operational efficiencies for the IT Support regarding customer support requests and incidents. Ensures required information is collected and documented within tickets. Conducts day to day management of IT Support functions including leading good customer service practices and adherence to RGA business and technical standards.

What you will do

• Day to day monitoring of the regional team activity to incorporate consistency and best practice operations.
• Responsible for direct handle of Enterprise Access Management tickets.
• Relay of information, updates and knowledge to the regional team in a timely manner with occasional updates to knowledge articles and Standard Operating Procedures as applicable.
• Complete on-boarding and continued training for Service Desk associates on all processes, Standards, and customer service practices.
• Handle specific escalation requests, monitor critical escalations to completion.
• Complete audits of completed work by the regional team.
• Coaching/mentoring of underperforming regional staff to maintain high-performance standards.
• Rotational Holiday/ Weekend coverage.
• Take On-Call rotation as needed.
• Contribute to on-going Service Desk and EAM process improvements and operational efficiencies.
• May supervise or manage four or fewer staff, and responsible for team's performance; coaches and mentors team members.
• Perform other duties as assigned.

Qualifications

• Bachelor's Degree in IT, Computer Science, Cybersecurity, or related field.
• 5+ years of experience in Enterprise Access Management (EAM), IT Service Management, or related IT support functions.
• Hands-on experience with user provisioning, deprovisioning, access modifications, role-based access control (RBAC), and privileged access management.
• Experience working with IAM tools such as SailPoint, Saviynt, CyberArk, Okta, Microsoft Entra ID (Azure AD), Active Directory, or similar platforms.
• Strong understanding of access governance, access certifications, segregation of duties (SoD), and Joiner-Mover-Leaver (JML) processes.
• Proven ability to troubleshoot and resolve access-related issues independently while managing escalations and meeting SLAs.
• Experience conducting quality reviews, audits, compliance checks, and maintaining access management controls and documentation.
• Strong communication, customer service, training, coaching, and stakeholder management skills.
• Demonstrated ability to prioritize workload, manage multiple tasks, drive process improvements, and work effectively in a fast-paced environment.
• ITIL v4 Foundation certification preferred; IAM or security-related certifications preferred (e.g., SailPoint, CIAM, CISSP, CISM, Microsoft Identity).

#LI-JL2

What you can expect from RGA:

• Gain valuable knowledge from and experience with diverse, caring colleagues around the world.

• Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.

• Join the bright and creative minds of RGA, and experience vast, endless career potential.

We’re excited to get to know you and connect your unique skills with our global opportunities. To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process. This technology helps us personalize job recommendations, automate interview scheduling, evaluate candidates based solely on experience—without considering name, gender, or other personal details—and provide real-time answers through our chatbot. AI is used only during early screening and never makes hiring decisions. Your RGA recruiter will work closely with you every step of the way to ensure the process feels personal, thoughtful, and focused on you.