IAM IT Operations Analyst I

Upbound Field Support Center Rent A Center Texas LP; Plano (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Upbound Field Support Center Rent A Center Texas LP seeks an IAM Operations Analyst I to provide foundational support for identity lifecycle across Entra ID, Active Directory, Workday, ServiceNow, and Microsoft 365. You will process access requests, manage lifecycle events, and escalate complex security matters to senior IAM resources.

You will partner with IT Support, IAM Engineering, HRIS, Cybersecurity, and application teams to deliver secure, timely service and ensure Day-1 readiness with

Qualifications

• 1+ years 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 comparable IT service management platforms.
• Understanding of provisioning, RBAC, authentication, and MFA.
• Strong troubleshooting, communication, organization, and documentation skills.
• Ability to manage requests accurately, meet deadlines, and protect sensitive information.
• Preferred: Experience supporting Workday-driven employee lifecycle processes.
• Familiarity with Microsoft 365, enterprise application access, and SSPR.
• Basic knowledge of PowerShell, scripting, or IAM automation.
• Understanding of ITIL and identity governance best practices.
• Certifications: CompTIA Security+, Microsoft SC-900, or related.

Responsibilities

• Provision, modify, disable, and deprovision user accounts and access in accordance with approved requests.
• Support joiner, mover, leaver, rehire, transfer, promotion, and contractor identity lifecycle events.
• Administer users, groups, licenses, and role-based access in Microsoft Entra ID and Active Directory within assigned permissions.
• Validate employee and organizational information in Workday before completing identity changes.
• Fulfill approved application access requests and confirm completion with requestors.
• Monitor and resolve IAM incidents, service requests, and tasks in ServiceNow.
• Troubleshoot routine authentication, account access, synchronization, password, MFA, and provisioning issues.
• Track onboarding and access requests to support Day-1 readiness and timely completion.
• Document investigation steps, approvals, actions, and outcomes accurately while meeting service-level agreements.
• Escalate complex technical, automation, privileged-access, and security issues to senior IAM staff or Cybersecurity.
• Maintain IAM knowledge articles, standard operating procedures, and support documentation.
• Identify recurring issues and recommend improvements to provisioning workflows.
• Assist with IAM automation initiatives, system enhancements, and operational projects.
• Collaborate with Service Desk, HRIS, Cybersecurity, and application teams.
• Participate in scheduled support and on-call coverage as required.

Skills

Identity and Access Management

Troubleshooting

Documentation

Communication

Team collaboration

Education

Associate degree in Information Technology or related

Equivalent combination of education and IAM experience

Tools

Microsoft Entra ID

Active Directory

ServiceNow

Workday

Microsoft 365

PowerShell

Job description

Job Description:

Position Summary

The IAM IT Operations Analyst I provides foundational operational support for identity lifecycle and access management activities across Microsoft Entra ID, Active Directory, ServiceNow, Workday, Microsoft 365, and downstream enterprise applications. The role processes approved access requests, supports joiner, mover, leaver, transfer, and contractor lifecycle events, troubleshoots routine identity and authentication issues, maintains accurate records, and escalates complex or security-sensitive matters to senior IAM or Cybersecurity resources. This position partners with IT Support Services, IAM Engineering, HRIS, Cybersecurity, and application support teams to deliver secure, timely, and customer-focused service.

Key Responsibilities

Identity and Access Management

Provision, modify, disable, and deprovision user accounts and access in accordance with approved requests and documented procedures.

Support joiner, mover, leaver, rehire, transfer, promotion, and contractor identity lifecycle events.

Administer users, groups, licenses, and role-based access in Microsoft Entra ID and Active Directory within assigned permissions.

Validate employee and organizational information in Workday before completing identity changes.

Fulfill approved application access requests and confirm completion with requestors.

ServiceNow Operations and Support

Monitor and resolve assigned IAM incidents, service requests, and tasks in ServiceNow.

Troubleshoot routine authentication, account access, synchronization, password, MFA, and provisioning issues.

Track onboarding and access requests to support Day-1 readiness and timely completion.

Document investigation steps, approvals, actions, and outcomes accurately while meeting service-level agreements.

Escalate complex technical, automation, privileged-access, and security issues to senior IAM staff or Cybersecurity.

Security and Compliance

Follow identity verification, password recovery, and MFA security procedures.

Assist with self-service password reset (SSPR) enrollment and authentication issues.

Route restricted MFA reset requests through required Cybersecurity approval processes.

Support access reviews, account audits, and compliance activities.

Confirm that access changes are approved, documented, and aligned with least privilege.

Operational Improvement and Collaboration

Maintain IAM knowledge articles, standard operating procedures, and support documentation.

Identify recurring issues and recommend improvements to provisioning workflows.

Assist with IAM automation initiatives, system enhancements, and operational projects.

Collaborate with Service Desk, HRIS, Cybersecurity, and application teams.

Participate in scheduled support and on-call coverage as required.

Required Qualifications

1+ years 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 comparable IT service management platforms.

Understanding of provisioning, RBAC, authentication, and MFA.

Strong troubleshooting, communication, organization, and documentation skills.

Ability to manage requests accurately, meet deadlines, and protect sensitive information.

Preferred Qualifications

Experience supporting Workday-driven employee lifecycle processes.

Familiarity with Microsoft 365, enterprise application access, and SSPR.

Basic knowledge of PowerShell, scripting, or IAM automation.

Understanding of ITIL and identity governance best practices.

CompTIA Security+, Microsoft SC-900, or related certification.

Education

• Associate degree in Information Technology, Cybersecurity, Computer Science, or a related field is preferred.


• An equivalent combination of education and directly related IAM, IT operations, service desk, or technical support experience will be considered.

Work Environment & Requirements

• On-site presence in Plano, TX is required.


• Participation in scheduled support and rotating on-call coverage may be required.


• Must be able to handle confidential information, sensitive identity data, and privileged administrative tasks responsibly.


• Must follow established security, approval, change-management, least-privilege, segregation-of-duties, documentation, and audit requirements.

Key Competencies

• Customer-focused technical support


• Attention to detail


• Security awareness


• Analytical problem-solving


• Cross-functional collaboration


• Accountability


• Continuous learning

Upbound Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.