Senior Identity Analyst

National Highways; Guildford; Hybrid; GBP 65,000 - 88,000; Full time

Job summary

National Highways is seeking a Senior Identity Analyst to strengthen IAM services across the organisation. You will provide expert oversight of identity governance, access controls, and service delivery, ensuring identities are validated and managed in line with security policies.

The role leads on incident resolution, performance improvement, and onboarding new systems into Identity Operations. This is a hybrid role with two office days per week, with potential travel to UK offices.

Qualifications

• Experience managing or supporting IAM technologies.
• Experience operating and improving live technology services.
• Experience providing first- and second-line support for operational services, e.g. ServiceNow.
• Competent in the use of applications and data extraction tools; strong knowledge of Microsoft Office.
• Excellent communication skills for stakeholder relationships across levels.
• Understanding of change management best practices.

Responsibilities

• Lead and coordinate change requests for operational services, ensuring continuity and quality.
• Maintain and improve processes, documentation, and knowledge articles.
• Develop and analyse identity service metrics and dashboards for compliance and performance.
• Implement and monitor identity and access policies and security controls.
• Manage and resolve complex incidents and escalations, providing guidance to colleagues.
• Lead onboarding and transition of systems into Identity Governance and Privileged Access Management frameworks.

Skills

IAM technologies

Security operations

1st/2nd line support

ServiceNow

Data extraction

Microsoft Office

Stakeholder management

Change management

Tools

ServiceNow

Job description

About the role.

As part of the development of our Digital Services function, we are recruiting to strengthen internal digital capability within Cyber Security, Digital Operational Services, and Digital Corporate and Shared Services. These roles are central to building sustainable in-house expertise that supports the management, development and delivery of digital solutions across the transport network.

The Senior Identity Analyst plays a critical role in ensuring the security, reliability, and continual improvement of Identity and Access Management (IAM) services across the organisation. Providing expert oversight of identity governance, access controls, and operational service delivery, you will ensure that user and system identities are validated, authorised, and managed in line with security policies, regulatory obligations, and strategic business objectives.

The role leads on complex incident resolution, service performance, process optimisation, and the transition of new systems into Identity Operations. By maintaining high-quality identity services and robust access controls, the Senior Identity Analyst strengthens the organisation's security posture and supports a high-performing, user-focused digital environment.

This is a hybrid role, requiring two days per week in the office, and can be based at any National Highways office location across the UK, with some travel to attend team meetings.

Successful candidates will be required to hold or be willing to obtain SC clearance before starting employment. Five years' UK residency is normally required for the vetting process, although individual circumstances will be considered as part of the recruitment process.

• Lead and coordinate technical change requests relating to operational services, ensuring service continuity, quality, and adherence to lifecycle processes.


• Maintain and improve technical and operational processes, documentation, and knowledge articles to ensure alignment with policies, standards, and business requirements.


• Develop, maintain, and analyse identity service metrics and dashboards; provide regular reporting to demonstrate compliance, performance, and service health.


• Implement, enforce, and monitor identity and access policies, standards, and security controls to ensure compliance with organisational expectations and regulatory requirements.


• Manage and resolve complex incidents, escalations, and service enquiries, providing technical expertise and guidance to colleagues.


• Lead the technical onboarding and transition of systems into Identity Governance, Assurance, and Privileged Access Management frameworks, ensuring secure, controlled, and monitored access to systems and assets.

About you.

• Demonstrable experience managing or supporting security technology or IAM technologies.


• Experience overseeing the operation, maintenance, and improvement of live technology services.


• Experience providing first- and second-line support for operational services, and use of tools such as ServiceNow.


• Competent in the use of applications and data extraction tools; strong working knowledge of Microsoft Office.


• Excellent communication skills with the ability to build strong working relationships with stakeholders across all levels.


• Understanding of change management processes and best practices.

About us.

Here at National Highways, we manage and improve England's motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership.

The Digital Services Directorate is helping to reshape the way National Highways operates by delivering digital, data, and technology services across all areas, from frontline to back office, in a modern and efficient manner. Our vision is to develop integrated information and technology that empowers our colleagues and provides real-time information to our customers, as well as integrating with intelligent vehicle and transport systems as they evolve, to enhance journey safety and reliability.

External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy.

We are committed to creating a diverse environment and welcome applicants from all backgrounds.