Job Description

Identity and Access Management (IAM) Support Analyst

Location: 100% Remote – U.S.-Based
Employment Type: Contract – Initial 6+ Months
Industry: Financial Services/Banking

Position Overview

A financial services organization is seeking an experienced IAM Support Analyst to provide day-to-day operational support for its identity and access management environment.

This is a hands-on, ticket-driven support position. The analyst will spend a significant portion of the day managing IAM incidents and service requests, resolving user access problems, and completing account provisioning and access changes within established service-level agreements.

This is not an IAM architecture, engineering, or implementation-focused position. The ideal candidate has experience working in an IAM support queue and is comfortable handling a steady volume of access-related tickets in a structured, regulated environment.

Key Responsibilities

• Monitor, manage, and resolve IAM incidents and service requests through an enterprise ticketing platform.
• Troubleshoot user access, authentication, authorization, account, and permission-related issues.
• Perform user provisioning, deprovisioning, account updates, and access modifications.
• Support employee onboarding, transfers, role changes, and offboarding.
• Create, disable, unlock, and update accounts across business applications and directory services.
• Process group membership, role assignment, entitlement, and permission changes.
• Resolve IAM tickets according to established procedures, SLAs, and escalation requirements.
• Document troubleshooting steps, resolutions, and ticket activity accurately.
• Escalate complex technical issues to IAM engineering, application, security, or infrastructure teams when necessary.
• Communicate clearly with employees, managers, application owners, and other support teams regarding ticket status and resolution.
• Support access reviews, user access certifications, and audit-related requests.
• Apply role-based access control, least-privilege, and separation-of-duties requirements.
• Identify recurring access issues and recommend improvements to procedures, documentation, and workflows.
• Maintain IAM knowledge articles, support documentation, and operating procedures.
• Assist with IAM system upgrades, testing, process changes, and operational improvement initiatives.

Required Qualifications

• Two or more years of experience supporting identity and access management, user access administration, information security, or a related function.
• Recent experience managing and resolving IAM or access-related tickets.
• Hands-on experience with user provisioning, deprovisioning, access changes, and identity lifecycle processes.
• Experience supporting Active Directory, Microsoft Entra ID/Azure Active Directory, or comparable directory services.
• Experience using ServiceNow or another enterprise ticketing system.
• Understanding of IAM concepts, including authentication, authorization, entitlements, RBAC, least privilege, and identity lifecycle management.
• Ability to troubleshoot account access, permissions, authentication, and authorization problems.
• Experience working within defined SLAs, procedures, and escalation processes.
• Strong attention to detail and documentation skills.
• Ability to manage multiple tickets and priorities while working independently in a remote environment.

Preferred Qualifications

• IAM experience within banking, financial services, insurance, healthcare, or another regulated industry.
• Experience with SailPoint, Okta, CyberArk, or a comparable IAM platform.
• Knowledge of single sign-on, multifactor authentication, federation, SAML, OAuth, or OpenID Connect.
• Experience supporting access reviews, access certifications, audit requests, or compliance activities.
• Familiarity with security or regulatory requirements such as SOX, PCI DSS, or similar frameworks.
• Basic experience with PowerShell or another scripting language.

Success in This Role

The successful candidate will be able to:

• Independently resolve routine IAM tickets without unnecessary escalation.
• Maintain accurate ticket documentation and meet established response and resolution SLAs.
• Handle a consistent IAM ticket workload while maintaining quality and attention to detail.
• Provide responsive, professional support to users experiencing access problems.
• Recognize security risks and follow established approval and escalation procedures.
• Work effectively with IAM engineers, cybersecurity teams, application owners, and business users.