The Tier 1 Identity and Access Management (IAM) Analyst is responsible for handling identity and access-related support requests, troubleshooting account access issues, and assisting with account provisioning and deprovisioning tasks. This entry-level role plays an essential part in ensuring secure and compliant access to IT systems, applications, and data, contributing to the organization's security posture by following established IAM procedures.
Key Responsibilities
- Access Provisioning and Deprovisioning: Process requests to create, modify, and disable accounts, adhering to policies and procedures for timely and accurate execution.
- Incident and Request Management: Serve as the first point of contact for access-related incidents and requests, responding through phone, email, or ticketing systems. Log and document all actions taken to resolve issues. (Genesys, ServiceNow, Sailpoint, Snowflake)
- Access Troubleshooting: Diagnose and resolve basic access issues related to password resets, account lockouts, and system access, escalating to Tier 2 or IAM specialists as needed.
- Verification & Compliance: Verify user identity and ensure compliance with security policies when managing access requests. Ensure proper documentation and approvals are obtained.
- Policy Adherence: Enforce company access policies by ensuring role-based access control (RBAC) principles are maintained and unauthorized access is minimized.
- User Access Audits: Assist in periodic access review and recertification activities, ensuring user access is aligned with job responsibilities.
- Documentation & Knowledge Sharing: Contribute to IAM documentation and knowledge base articles to improve efficiency and support standardization of processes.
- Customer Service: Provide excellent service to users, maintaining a professional approach in communications and actively working to resolve access issues quickly.
Required Skills & Qualifications
- Experience: 1-2 years of experience in IT support, help desk, or a similar technical support environment, with a focus on user account management.
- Technical Skills:
- Familiarity with IAM concepts (e.g., authentication, authorization, MFA) and common tools preferred (e.g., Active Directory, Azure AD).
- Basic understanding of identity governance principles, such as RBAC, least privilege, and separation of duties.
- Experience with a ticketing system (e.g., ServiceNow, Jira) for incident management and tracking.
- Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent interpersonal skills, with a customer-focused and team-oriented mindset.
- Clear and professional communication skills, both verbal and written.
Preferred Certifications
- CompTIA Security+, Microsoft Certified: Identity and Access Administrator, or other relevant IAM or security certifications.
- ITIL Foundation certification is a plus.
