IAM Operations Analyst I

Position summary

Identity and access management

• Provision, modify, disable, and deprovision accounts and access using approved requests and procedures.
• Support joiner, mover, leaver, rehire, transfer, promotion, and contractor lifecycle events.
• Administer users, groups, licenses, and role-based access in Entra ID and Active Directory within assigned permissions.
• Validate employee and organizational information in Workday before changes; fulfill approved application access requests.

ServiceNow operations and support

• Monitor and resolve IAM incidents, service requests, and tasks in ServiceNow.
• Troubleshoot routine authentication, access, synchronization, password, MFA, and provisioning issues.
• Track onboarding and access requests for Day-1 readiness; document investigations, approvals, actions, and outcomes to meet service-level agreements.
• Escalate complex technical, automation, privileged-access, and security issues to senior IAM staff or Cybersecurity.

Security and collaboration

• Follow identity verification, password recovery, and MFA security procedures; assist with SSPR enrollment and authentication issues.
• Route restricted MFA resets through required Cybersecurity approvals and support access reviews, account audits, and compliance.
• Confirm access changes are approved, documented, and aligned with least privilege.
• Maintain IAM knowledge articles and procedures, recommend provisioning workflow improvements, and assist with automation and system initiatives.
• Collaborate with Service Desk, HRIS, Cybersecurity, and application teams; participate in scheduled support and on-call coverage as required.

Required qualifications

• At least 1 year 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 a comparable IT service management platform.
• Understanding of provisioning, role-based access control, authentication, and MFA.
• Strong troubleshooting, communication, organization, and documentation skills.
• Able to manage requests accurately, meet deadlines, and protect sensitive information.

Preferred qualifications and education

• Workday-driven employee lifecycle support experience; Microsoft 365, enterprise application access, or SSPR familiarity.
• Basic PowerShell, scripting, or IAM automation knowledge; understanding of ITIL and identity governance best practices.
• CompTIA Security+, Microsoft SC-900, or related certification.
• Associate degree in IT, Cybersecurity, Computer Science, or related field preferred; equivalent education and directly related experience may be considered.

Work environment

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

Employment eligibility

• Applicants must be authorized to work in the United States; employment-based immigration sponsorship is not offered.