IAM Operations - Technical Process Lead

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

IAM Operations - Technical Process Lead for Identity Analytics
Today’s world is fueled by vast amounts of information, which means that data is even more valuable than ever before. Protecting data and information systems is central to doing business, and therefore everyone in EY Information Security has an important role to play. Join a global team of almost 900 people who collaborate to support the business of EY by protecting EY and client information assets! Information Security professionals enable EY to work securely and deliver secure products and services, as well as detect and quickly respond when things go wrong. Together, the efforts of our dedicated team help protect the EY brand and build client trust. 
Within Information Security we blend risk strategy, digital identity, cyber defense, application security and technology service solutions as we consider the entire security lifecycle. You will join a team of hardworking, security-focused individuals dedicated to supporting, protecting and enabling the business through secure solutions and information systems. 
The opportunity 
Identity and Access Management (IAM) organization, a part of Information Security, enables over 330,000 individuals across 140+ countries to access systems and information securely. As a member of the Identity and Access Management (IAM) team this position will contribute towards execution of an IAM roadmap that meets security requirements, including but not limited to security for, a complex Active Directory (AD) environment, hybrid cloud deployment, mobile computing, policy driven security, SSO, identity lifecycle management, and federation focusing on multiple protocols. 
We offer opportunities to develop new skills and progress your career receiving support, coaching and feedback from colleagues around the world. This role will give you an opportunity to work with some of the best talent in the industry! 
Your key responsibilities
•    Conduct thorough root cause analysis to identify and recommend improvements for Identity and Access Management (IAM) operational support processes and related tools based on identified issues, aiming to prevent future end-user impact
•    Identify opportunities for operational improvements based on trend analysis of issues, incidents and problems.
•    Identify and raise deviations of operational processes with service standards and best practices.
•    Collaborate directly with Service Owners on technical matters related to operational support.
•    Act as a point of escalation for complex technical and service issues, providing guidance and support to teams, effectively resolving or escalating incidents and inquiries.
•    Provide expert advice on technical queries related to the operational support of services, assisting both team members and leadership.
•    Work in partnership with IT Services Operations, IT Solutions Delivery, and IT Strategy teams to ensure that operational specifications and technical requirements are met for effective service support.
•    Collaborate with cross-functional teams to integrate operational support processes with broader organizational initiatives and projects.
•    Communicate project updates, initiatives, and developments to team leads and leadership.
•    Act as a subject matter expert on operational support services in project settings, ensuring alignment with operational processes.
•    Lead or participate in process improvement initiatives leveraging utilized Agile methodologies.
•    Advocate for user experience improvements in operational processes and tools, ensuring that end-user needs are prioritized.
•    Evaluate existing tools and technologies used to provide in-scope service support, making recommendations for solutions to improve operational support capabilities.
•    Provide training and mentorship to team members on operational processes, tools, and best practices.
•    Develop and maintain strong working relationships with other IAM groups to ensure cohesive operational processes.
•    Interface and consult with peers within own function and across Operations to coordinate planning and delivery of new or enhanced IAM technology services.

Skills and attributes for success
Maintains interpersonal skills to engage with senior executives of the firm, in cross-business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. 
Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills.  
Advanced consultative skill to conduct effective questioning, home in on key directives to formulate ideas and materials as well as present those ideas clearly and concisely to all levels of the organization including senior and/or executive management. 
Manifests a strong analytical and problem-solving ability to escalate and negotiate complex and conflicting issues in technologies and process reviews
Maintains a comprehensive knowledge of the assigned businesses’ end-to-end processes and operating environment to support proper recognition of issues.
Ability to make sound decisions in addressing operations request and other security related issues and then recommend improvements to address security issues or gaps.

To qualify for the role, you must have
•    General knowledge of Microsoft’s Active Directory and Entra ID logical components as well as synchronization processes and tools
•    Advanced knowledge and experience supporting identity management within a large hybrid on-premises/cloud environment, including but not limited to Active Directory/Entra ID user and group lifecycle management.
•    Basic end user support knowledge for Outlook/Exchange.
•    Solid understanding of IAM Operations supported services, processes, solutions and tools.  Identity Analytics experience is strongly preferred. 
•    Advanced knowledge of Microsoft Excel, Power BI and other technologies used for large data reporting and visualization.
•    Functional knowledge on ITIL framework for service management; waterfall and Agile methodology for project management.
•    Baseline knowledge and experience using Microsoft PowerShell, Power Platform and Quest Active Roles.
•    Experience using SailPoint Identity IQ, Microsoft Graph and/or REST/HTTP APIs for managing identity objects and reporting data is preferred.
•    An advanced degree in Computer Science or related discipline, or equivalent work experience.
•    Seven or more years of experience in an IT operational support role, preferably related to IAM Operations/Identity Analytics and associated technologies.
What we look for 
We’re looking for someone who can collaborate globally across different regions and cultures. Problem-solves, thinks creatively and has an open mind to new insights. Focus on customer service and building positive relationships with colleagues both across teams and globally. A highly motivated, diligent, and driven individual who seeks development and improvement opportunities and delivers quality services.
What we offer
As part of this role, you will work in a highly coordinated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:
•    Continuous learning: You will develop the mindset and skills to navigate whatever comes next.
•    Success as defined by you: We will provide the tools and flexibility, so you can make a significant impact, your way.
•    Transformative leadership: We will give you the insights, coaching and confidence to be the leader the world needs.
•    Diverse and inclusive culture: You will be accepted for who you are and empowered to use your voice to help others find theirs.
We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.
EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Make your mark. 
Apply now.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.