Lead IAM Support Analyst - SailPoint

The SailPoint IdentityIQ (IIQ) Support Analyst is responsible for providing advanced operational and technical support for the organisation's SailPoint IdentityIQ platform. This role focuses on incident resolution, service request fulfilment, and ongoing operational stability of IAM services. The analyst will work closely with IAM engineers, application teams, and security stakeholders to ensure reliable identity lifecycle management and access governance processes.

Responsibilities:

• Provide Level 2 support for SailPoint IdentityIQ, resolving complex incidents and service requests.
• Monitor and manage SailPoint IIQ jobs, tasks, and workflows, including aggregation, provisioning, certifications, and maintenance activities
• Troubleshoot failures related to access requests, provisioning, de-provisioning, certifications, and lifecycle events.
• Perform root cause analysis and recommend corrective and preventive actions.
• Support Joiner, Mover, and Leaver (JML) processes across enterprise systems.
• Validate access assignments, roles, and entitlements to ensure compliance with internal policies.
• Assist with user access certifications and attestations, including resolving campaign issues and reviewer escalations.
• Support and troubleshoot SailPoint connectors and integrations, including Active Directory, Azure AD, LDAP, HR systems, databases, and business applications.
• Analyse SailPoint, application, and system logs to diagnose errors and performance issues.
• Support workflow execution and basic rule troubleshooting (BeanShell) under guidance of IAM engineering teams.
• Document incidents, problems, and resolutions in the ITSM tool in accordance with process standards.
• Support audit and compliance activities by providing evidence related to access reviews and provisioning controls.
• Participate in change management activities, including platform upgrades, patches, and regression testing.
• Maintain and update operational procedures, runbooks, and knowledge base articles.
• Identify trends in incidents and recommend process or automation improvements.
• Adhere to IAM SLAs, controls, and security best practices.
• May require working in shifts.
• Participation in on-call rotation or after-hours support for critical incidents.
• Support scheduled maintenance or release activities outside normal business hours.
• Practical experience supporting SailPoint IdentityIQ in a production environment.
• Strong understanding of IAM concepts, including identity lifecycle management, access governance, and RBAC.