CyberArk Operations Analyst (Idira)

Manulife group; Toronto; Hybrid; CAD 86,000 - 136,000; Full time

Benefits offered by this job

Hybrid work arrangement

Incentive programs

Health & dental benefits

Pension and retirement plans

Paid time off

Job summary

Manulife Financial Corporation in Toronto, ON, seeks a CyberArk Operations Analyst to manage day-to-day CyberArk and PAM services, incidents, and SLA-aligned workloads.

You will collaborate with engineering and business teams on troubleshooting, platform maintenance, and service improvements while ensuring high-quality support and thorough documentation.

Qualifications

• 2–5 years in cybersecurity operations, IAM or PAM.
• 2–5 years supporting CyberArk solutions and PAM processes.
• Experience with ticketing platforms (ServiceNow, Jira, Remedy) and SLA-driven support.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Provide day-to-day operational support for CyberArk and PAM services.
• Manage incidents, service requests, and tasks per SLAs.
• Monitor service health and manage privileged accounts.
• Document all activities in ticketing systems.
• Collaborate with engineering and business teams on issues and improvements.

Skills

Cybersecurity operations

IAM

PAM

Incident management

Troubleshooting

Communication

Stakeholder collaboration

Time management

Documentation

Continuous improvement

Tools

ServiceNow

Jira

Remedy

Job description

The CyberArk Operations Analyst (Idira) is a key member of the Privileged Access Services Operations team, responsible for the day-to-day operation, support, and maintenance of CyberArk services. This role manages incidents, service requests, operational activities, and user inquiries while ensuring service delivery aligns with established service level agreements (SLAs).

Working closely with operational and engineering teams, the CyberArk Operations Analyst (Idira) supports troubleshooting, platform maintenance, service improvements, and project initiatives. The successful candidate will bring strong technical problem-solving skills, effective communication abilities, and a commitment to providing an exceptional service experience to both business and technology stakeholders.

Position Responsibilities:

Operational Support

• Provide day-to-day operational support for CyberArk and Privileged Access Management (PAM) services.
• Manage incidents, service requests, and operational tasks in accordance with established SLAs.
• Monitor service health and support the onboarding, maintenance, and management of privileged accounts.
• Ensure all activities, requests, and resolutions are accurately documented within the organization's ticketing systems.

Troubleshooting & Problem Resolution

• Investigate, troubleshoot, and resolve CyberArk-related issues and privileged access concerns.
• Assist in identifying root causes and implementing corrective actions to reduce recurring issues.
• Collaborate with engineering teams to support complex technical issues, upgrades, platform enhancements, and service improvements.

Collaboration & Stakeholder Support

• Partner with business teams, application owners, and technology stakeholders to support privileged access requirements.
• Provide timely updates and clear communication throughout the lifecycle of incidents and service requests.
• Contribute to a collaborative and inclusive team environment by supporting colleagues across operations and engineering functions.

Process Improvement & Documentation

• Maintain operational procedures, knowledge articles, and support documentation.
• Identify opportunities to improve service quality, operational efficiency, and the overall user experience.
• Participate in continuous improvement initiatives and projects that strengthen the Privileged Access Services program.

Required Qualifications:

• 2-5 years of experience in cybersecurity operations, identity and access management (IAM), privileged access management (PAM), or IT operations.
• 2-5 years of hands-on experience supporting CyberArk solutions and privileged access management processes.
• Experience working with ticketing platforms such as ServiceNow, Jira, Remedy, or similar tools.
• Understanding of incident management, request fulfillment, and SLA-driven support models.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proven ability to communicate professionally with stakeholders through various communication channels.
• Experience collaborating effectively with both technical and business teams.
• Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated commitment to customer service, teamwork, and continuous improvement.

Preferred Qualifications:

• Experience supporting one or more CyberArk components, including:
• Privileged Access Manager (PAM)
• Password Vault Web Access (PVWA)
• Central Policy Manager (CPM)
• Privileged Session Manager (PSM)
• Privileged Threat Analytics (PTA)
• Endpoint Privilege Manager (EPM)
• CyberArk Defender, Sentry, Guardian, or related CyberArk certifications.
• Familiarity with IAM principles, privileged access management practices, and security best practices.
• Experience supporting enterprise security platforms within large and complex environments.
• Knowledge of Windows Server, Active Directory, Microsoft Entra ID (Azure AD), Linux, and networking fundamentals.
• Experience supporting audit, regulatory compliance, and security governance requirements.
• Experience with automation or scripting using PowerShell, Python, or similar technologies.
• ITIL Foundation certification or experience working within ITIL-based service management environments

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our distributed team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。l

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[e-mail]までご連絡をお願いします。

Referenced Salary Location

Toronto, Ontario

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$86,100.00 CAD - $136,100.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.