CyberArk PAM Operations Specialist

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

Benefits offered by this job

Health benefits

Dental coverage

Pension plan

Paid time off

Job summary

Manulife is seeking a CyberArk Operations Analyst to manage day-to-day PAM services, incidents, and platform maintenance. You will collaborate with engineering and business teams to troubleshoot issues, document actions, and drive service improvements in a hybrid Toronto environment.

The role emphasizes strong technical problem-solving, clear communication with stakeholders, and a commitment to delivering exceptional service to both business and technology teams.

Qualifications

• 2-5 years of cybersecurity operations, IAM, PAM, or IT operations.
• 2-5 years supporting CyberArk solutions and PAM processes.
• Experience with ticketing platforms such as ServiceNow, Jira, Remedy, or similar.
• 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.
• Experience collaborating with technical and business teams.
• Strong organizational and time-management skills, with multiple priorities in fast-paced environments.
• Commitment to customer service, teamwork, and continuous improvement.

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, maintenance, and management of privileged accounts.
• Document activities and resolutions in ticketing systems.
• Investigate, troubleshoot, and resolve CyberArk-related issues.
• Identify root causes and implement corrective actions to reduce recurring issues.
• Collaborate with engineering teams to support complex issues and platform enhancements.
• Partner with business teams, owners, and stakeholders to support privileged access requirements.
• Provide timely updates throughout incidents and service requests.
• Contribute to a collaborative team environment across operations and engineering.
• Maintain operational procedures, knowledge articles, and support documentation.
• Identify opportunities to improve service quality and user experience.
• Participate in continuous improvement projects for Privileged Access Services.

Skills

Cybersecurity operations

IAM

PAM

CyberArk

Ticketing platforms

Incident management

Communication skills

Stakeholder collaboration

Problem solving

Organizational skills

Customer service

Tools

PAM components

PVWA

CPM

PSM

PTA

EPM

Job description

Manulife is seeking a CyberArk Operations Analyst to manage day-to-day PAM services, incidents, and platform maintenance. You will collaborate with engineering and business teams to troubleshoot issues, document actions, and drive service improvements in a hybrid Toronto environment.

The role emphasizes strong technical problem-solving, clear communication with stakeholders, and a commitment to delivering exceptional service to both business and technology teams.