Position Summary

The IAM IT Operations Analyst I provides foundational operational support for identity lifecycle and access management activities across Microsoft Entra ID, Active Directory, ServiceNow, Workday, Microsoft 365, and downstream enterprise applications. The role processes approved access requests, supports joiner, mover, leaver, transfer, and contractor lifecycle events, troubleshoots routine identity and authentication issues, maintains accurate records, and escalates complex or security-sensitive matters to senior IAM or Cybersecurity resources. This position partners with IT Support Services, IAM Engineering, HRIS, Cybersecurity, and application support teams to deliver secure, timely, and customer-focused service.

Key Responsibilities

Identity and Access Management

Provision, modify, disable, and deprovision user accounts and access in accordance with approved requests and documented procedures.

Support joiner, mover, leaver, rehire, transfer, promotion, and contractor identity lifecycle events.

Administer users, groups, licenses, and role-based access in Microsoft Entra ID and Active Directory within assigned permissions.

Validate employee and organizational information in Workday before completing identity changes.

Fulfill approved application access requests and confirm completion with requestors.

ServiceNow Operations and Support

Monitor and resolve assigned IAM incidents, service requests, and tasks in ServiceNow.

Troubleshoot routine authentication, account access, synchronization, password, MFA, and provisioning issues.

Track onboarding and access requests to support Day-1 readiness and timely completion.

Document investigation steps, approvals, actions, and outcomes accurately while meeting service-level agreements.

Escalate complex technical, automation, privileged-access, and security issues to senior IAM staff or Cybersecurity.

Security and Compliance

Follow identity verification, password recovery, and MFA security procedures.

Assist with self-service password reset (SSPR) enrollment and authentication issues.

Route restricted MFA reset requests through required Cybersecurity approval processes.

Support access reviews, account audits, and compliance activities.

Confirm that access changes are approved, documented, and aligned with least privilege.

Operational Improvement and Collaboration

Maintain IAM knowledge articles, standard operating procedures, and support documentation.

Identify recurring issues and recommend improvements to provisioning workflows.

Assist with IAM automation initiatives, system enhancements, and operational projects.

Collaborate with Service Desk, HRIS, Cybersecurity, and application teams.

Participate in scheduled support and on-call coverage as required.

Required Qualifications

1+ years of IT Support, Service Desk, IAM, or related technical support experience.

Working knowledge of Microsoft Entra ID, Active Directory, and account administration.

Familiarity with ServiceNow or comparable IT service management platforms.

Understanding of provisioning, RBAC, authentication, and MFA.

Strong troubleshooting, communication, organization, and documentation skills.

Ability to manage requests accurately, meet deadlines, and protect sensitive information.

Preferred Qualifications

Experience supporting Workday-driven employee lifecycle processes.

Familiarity with Microsoft 365, enterprise application access, and SSPR.

Basic knowledge of PowerShell, scripting, or IAM automation.

Understanding of ITIL and identity governance best practices.

CompTIA Security+, Microsoft SC-900, or related certification.

Education

• Associate degree in Information Technology, Cybersecurity, Computer Science, or a related field is preferred.
• An equivalent combination of education and directly related IAM, IT operations, service desk, or technical support experience will be considered.

Work Environment & Requirements

• On-site presence in Plano, TX is required.
• Participation in scheduled support and rotating on-call coverage may be required.
• Must be able to handle confidential information, sensitive identity data, and privileged administrative tasks responsibly.
• Must follow established security, approval, change-management, least-privilege, segregation-of-duties, documentation, and audit requirements.

Key Competencies

Customer-focused technical support • Attention to detail • Security awareness • Analytical problem-solving • Cross-functional collaboration • Accountability • Continuous learning