IAM IT Operations Analyst I

Upbound Group; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Upbound Group is seeking an IAM IT Operations Analyst I to deliver foundational operational support for identity lifecycle across Entra ID, AD, and Workday. You will process access requests, manage lifecycle events, and assist with routine authentication tasks on-site in Plano, TX.

Collaboration with HRIS, Cybersecurity, and application teams is essential to ensure secure, timely service. The role emphasizes documentation, troubleshooting, and adherence to least privilege, with on-call coverage

Qualifications

• 1+ years 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.

Responsibilities

• Provide identity lifecycle support for Entra ID, AD, Workday, and related apps.
• Process approved access requests and lifecycle events (joiners, movers, leavers, contractors).
• Administer users, groups, licenses, and RBAC within Entra ID and AD.
• Validate employee/organization data in Workday before identity changes.
• Monitor and resolve IAM incidents and service requests in ServiceNow.
• Escalate complex security issues to senior IAM or Cybersecurity teams.
• Document steps, approvals, actions, and outcomes to meet SLAs.
• Collaborate with IT Support, IAM, HRIS, Cybersecurity, and applications teams.

Skills

Identity & access management

RBAC & MFA

Troubleshooting

Documentation

Communication

Collaboration

Education

Associate degree in IT/Cybersecurity/CS

Equivalent education + IAM/IT operations experience

Tools

ServiceNow

PowerShell

Microsoft Entra ID

Active Directory

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.