Senior Sailpoint Security Operations Analyst - Identity & Access Management

Job description

Job Location CINCINNATI GENERAL OFFICES Job Description We are seeking an experienced Identity & Privileged Access Operations Engineer to join the Information Security Identity and Access Management organization. This role will provide advanced operational support for SailPoint / itAccess Identity Governance Administration services, while also supporting Privileged Access Management processes and platforms as part of the evolving IAM Operations model. The role is intended for a hands-on operations professional who combines strong troubleshooting discipline, customer support mindset, ITIL-based incident and problem management, and practical IAM platform knowledge. SailPoint experience remains a core requirement, while PAM exposure and executive-care support are important extensions of the role. The successful candidate will work closely with IAM Engineering, PAM platform owners, service management, ServiceNow / Help Desk teams, security operations partners, executive administrative support teams, and business users to resolve issues, improve service quality, strengthen operational controls, and mature a horizontal IAM Operations model. A key expectation is to support the “onboard once, govern everywhere” direction: using consistent identity data, ownership, entitlement, and privileged-access signals across IGA and PAM so customers are not asked to repeat separate onboarding and data-collection activities for every control plane. Key Responsibilities: SailPoint / Identity Governance OperationsProvide advanced Level 3 operational support for SailPoint / itAccess services. Investigate, troubleshoot, and resolve access provisioning, identity lifecycle, certification, entitlement, role, workflow, policy, and data-quality related issues. Support complex incidents and problem records related to SailPoint IdentityIQ and associated IAM processes. Provide technical and operational guidance to Tier 2 Operations Analysts during incident management, problem management, change management, and operational escalations. Support access reviews, application onboarding / offboarding, identity lifecycle events, access provisioning, role management, rules, reports, password management, and operational tasks. Scripting, BeanShell, and Java understanding are preferred for troubleshooting and configuration analysis, but this is not intended to be a full developer role. Partner with IAM Engineering on platform defects, recurring issues, configuration issues, integration gaps, foundational connector concerns, and root-cause elimination. Privileged Access Management OperationsSupport PAM operational processes and platforms, including privileged access issue resolution, account onboarding challenges, vaulting / privileged account governance, and control monitoring. Assist with privileged account lifecycle, privileged account ownership, compliance controls, audit readiness, risk signals, and service health activities. Partner with PAM platform owners and engineering teams to escalate and resolve complex privileged access issues. Connect Sailpoint and PAM support work by helping ensure privileged identities, accounts, entitlements, owners, applications, and governance attributes are consistently represented. Contribute to operational improvements that strengthen privileged access protection, reduce duplicate onboarding effort, and avoid parallel data-collection processes for customers. Executive Care and Customer-Facing SupportProvide direct L3 support for executive administrative teams when identity, access, or privileged access issues require high-touch resolution. Coordinate timely updates, escalation paths, and service restoration steps for executive-care scenarios while maintaining appropriate operational controls. Use executive-care insights to identify recurring pain points, process gaps, documentation needs, and automation opportunities. Unified Onboarding and GovernanceSupport a coverage model based on “onboard once, govern everywhere,” using shared identity, application, entitlement, ownership, and privileged-access data across IGA and PAM. Work with application owners, service managers, onboarding teams, data-quality resources, and platform owners to reduce separate onboarding asks and duplicate data grabs from customers. Help identify where PAM and Sailpoint overlap from a support perspective, including data model alignment, ownership validation, entitlement mapping, privileged flagging, and foundational connector or integration needs. Use support patterns and ticket data to feed continuous improvement across Sailpoint and PAM operational processes. Incident, Problem, Change, and Service ManagementManage incidents, service requests, problem records, and escalations through ServiceNow or similar workflow platforms. Lead or support root cause analysis for recurring or high-impact IAM / PAM issues. Participate in operational readiness, testing, validation, and change execution for IAM-related platform changes. Operational Excellence and Continuous ImprovementMaintain and improve operational documentation, SOPs, runbooks, knowledge articles, and support procedures. Identify recurring issue patterns and drive corrective actions to reduce ticket volume and improve service quality. Support operational metrics, KPIs, service reviews, health checks, and performance management. Contribute to automation, self-healing, workflow improvements, and process simplification. Help mature IAM Operations from reactive ticket resolution toward proactive service ownership and demand reduction. Job Qualifications Required: Bachelor's Degree in Information Systems, Information Technology (IT), Computer Science, Software Engineering, other STEM field or 7+ years relevant years of experience/education. Strong experience in enterprise IT operations, IAM operations, cybersecurity support, or similar technical support environment. Hands-on experience supporting SailPoint IdentityIQ, SailPoint Identity Security Cloud, itAccess, or comparable IAM /Sailpoint platforms. Ability to read, understand, or troubleshoot Java / BeanShell scripts and SailPoint-related configuration; hands-on development is helpful but not required for this role. Strong understanding of IAM concepts, including identity lifecycle, access provisioning, access reviews, entitlements, roles, workflows, policy violations, and ownership models. Experience with ITIL-based incident, problem, change, and escalation management. Experience using ServiceNow or similar ticketing / workflow management platforms. Strong troubleshooting, analytical, and problem-solving skills. Ability to coordinate effectively across Service Desk, Operations, Engineering, service managers, vendors, and business stakeholders. Strong customer service orientation and ability to communicate clearly with technical and non-technical audiences. Ability to work hybrid schedule in Cincinnati, OH based office. Preferred: Experience with Privileged Access Management platforms such as CyberArk, Delinea / Centrify, BeyondTrust, or similar. Knowledge of privileged account onboarding, vaulting, privilege elevation, session governance, privileged account ownership, and control monitoring. Experience with SailPoint IdentityIQ areas such as application onboarding / offboarding, certifications, tasks, reports, lifecycle events, workflows, rules, roles, access provisioning, and password management. Familiarity with connectors such as SAP, SAP Java, Oracle, Active Directory, Enterprise Directory, or similar. Familiarity with identity data models, entitlement mapping, application ownership, privileged account discovery, and governance metadata. Familiarity with cloud environments such as Azure, AWS, or GCP. Experience with server, database, Linux, Windows Server, or middleware operations. Scripting, automation, dashboarding, or data analysis capability. ITIL Foundation, SailPoint certification, PAM certification, cloud certificati