Provides technical support and resolution for identity management solutions, including complex Okta issues, incident management, root cause analysis, system enhancements, custom development, documentation, and customer requirements gathering. Mentors junior team members, coordinates with vendors, communicates proactively with clients, and supports daily IAM operations and reporting.
IDMWORKS is an award-winning identity and access management (IAM) solutions firm that has been serving a wide range of sectors since its inception in 2004. As a firm that’s purely focused on IAM, IDMWORKS offers a comprehensive range of services designed to enable enterprises to effectively manage, secure and scale employee and customer access to systems, data, and software applications. This specialized service empowers organizations across key industries, including banking and finance, commercial and retail, healthcare, higher education, and government, to ensure secure and efficient access management.
IDMWORKS has been a pioneer in remote-work for more than 20 years with teams operating across the US, Canada and India. This approach has helped establish themselves as a leader in the field of IAM with their commitment to securing businesses and facilitating seamless interactions between companies, their customers, partners, and employees. This dedication has driven transformative growth in the organizations they serve.
Ready to become an integral member of a tight-knit team of IAM pros with a relentless commitment to delivering amazing customer experiences that create an environment where long-term business partnerships flourish? We anticipate what our customers need, chart a course for their success, and walk alongside them every step of the way.
As the Identity Analyst/Engineer, you will serve as a frontline expert providing real-time technical resolution and support for identity management solutions. You are responsible for troubleshooting complex incidents, conducting root cause analysis, and performing system enhancements based on client requirements. This role requires a high degree of technical agility, as you will balance daily operations with the development of custom code and technical documentation to ensure long term system stability.
Position Responsibilities:
- Provide real-time resolution on a wide range of technical and non-technical customer issues
- Perform workaround resolutions, root cause analysis, major incident management, etc.
- Experience with Okta enhancement work and complex Okta issues
- Create technical documentation including FAQs, artifacts, and other knowledge management documents
- Perform development and enhancement activities based on customer requirements
- Guide team to perform day-to-day operations and provide mentorship to junior resources
- Provide assistance and coverage for other team members
- Gather requirements from customers for enhancement requests
- Provide a high level of customer service with pro-active communication
- Work with vendor product support to open, troubleshoot, and resolve product issues
- Provide inputs for Weekly Status Report and Periodic Status Report
- Other duties as assigned
Requirements & Qualifications:
- Extensive customer support and management experience
- 4 – 8 years of IAM experience and at least 2 years with Okta
- Exposure to other IAM products is a plus.
- Experience with using an incident management tool
- Possess excellent analytical approach and problem-solving skills
- Demonstrate excellent communication and interpersonal skills
- Knowledge of rules, task and configuration
- Bachelor's degree, preferably in an IT-related field
- IAM technology-specific training/certification a plus
Experience:
Preferred Education:
Travel: 0%
Other: This is an on-site position. Selected candidates must live within close proximity to Alameda, CA, and report to the office.
We are not offering relocation or sponsorship for this position.
IDMWORKS is a forward-thinking company dedicated to providing top-tier identity and access management solutions. Their comprehensive offerings, coupled with their unmatched industry expertise and proven outcomes make them a valuable partner for enterprises needing to enhance their IAM program.
IDMWORKS provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, IDMWORKS will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]
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