IAM IT Operations Analyst I

Upbound Field Support Center Rent A Center Texas LP; United States; Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

Upbound Group is seeking an IAM Operations Analyst I to provide foundational identity lifecycle support for Entra ID, Active Directory, ServiceNow, Workday, and Microsoft 365. You will process access requests, support joiner/mover/leaver events, and troubleshoot routine identity issues to ensure timely, secure service.

Partnering with IT Support Services, IAM Engineering, HRIS, and Cybersecurity, you will document investigations, maintain records, and escalate sensitive matters as needed.

Qualifications

• 1+ years in IT support, service desk, IAM, or related technical support.

Responsabilités

• Provide foundational IAM operations support across Entra ID, AD, ServiceNow, Workday, and M365.
• Process approved access requests and lifecycle events (joiner/mover/leaver/contractor).
• Troubleshoot routine identity and authentication issues and document actions.
• Escalate complex or security-sensitive issues to senior IAM or Cybersecurity teams.
• Collaborate with IT Support Services, IAM Engineering, HRIS, Cybersecurity, and application teams.

Connaissances

Troubleshooting

Documentation

Customer focus

Attention to detail

Cross-functional collaboration

Formation

Associate degree in IT/CS/CYBER

Outils

Microsoft Entra ID

Active Directory

ServiceNow

Workday

Microsoft 365

Description du poste

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.

Upbound Group, Inc. (NASDAQ: UPBD) is a technology and data-driven leader in accessible and inclusive financial solutions that address the evolving needs and aspirations of underserved customers. The Company’s customer-facing operating units include industry-leading brands such as Acima, Brigit, and Rent-A-Center that facilitate consumer transactions across a wide range of store-based and digital channels, including over 2,300 company branded retail units across the United States, Mexico, and Puerto Rico.