CyberArk Operations Analyst (Idira)

Manulife John Hancock; Toronto; On-site; CAD 85,000 - 110,000; Full time

Job summary

Manulife John Hancock is seeking a CyberArk Operations Analyst to manage day-to-day CyberArk and Privileged Access Management (PAM) operations, incident handling, and SLA-aligned activities within the Privileged Access Services team.

You will collaborate with operations and engineering teams to troubleshoot, perform platform maintenance, drive service improvements, and support project initiatives while delivering an exceptional service experience to business and technology stakeholders.

Qualifications

• 2–5 years of experience in cybersecurity operations, IAM/PAM, or IT operations.
• 2–5 years of hands-on experience supporting CyberArk solutions and PAM processes.
• Experience with ticketing platforms such as ServiceNow, Jira, Remedy, or similar tools.
• Understanding of incident management, requests, and SLA-driven support models.
• Strong troubleshooting, analytical, and communication skills.

Responsibilities

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

Skills

Cybersecurity operations

IAM/PAM

Troubleshooting

Stakeholder comms

IT operations

Education

ITIL Foundation

Tools

ServiceNow

Jira

Remedy

PowerShell

Python

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

The role being advertised is an existing vacancy.

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develo