IAM Operations Analyst I

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

Job summary

Upbound Group seeks an IAM IT Operations Analyst I to provide foundational support for identity lifecycle activities across Entra ID, AD, Workday, and M365. You will process access requests, handle joiner/mover/leaver events, and troubleshoot routine issues in a collaborative environment with IT and Cybersecurity teams.

You will maintain accurate records, participate in on-call coverage, and contribute to secure, timely service delivery while following established security and audit procedures.

Qualifications

• 1+ years in IT support, service desk, IAM, or related technical support.
• Working knowledge of Entra ID, AD, and account administration.
• Familiarity with ServiceNow or similar ITSM 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

• Provision, modify, disable, and deprovision user accounts and access per approved requests.
• Support joiner, mover, leaver, rehire, transfer, promotion, and contractor lifecycle events.
• Administer users, groups, licenses, and RBAC within Entra ID and AD.
• Validate employee information in Workday before identity changes.
• Fulfill approved access requests and confirm completion with requestors.
• Monitor and resolve IAM incidents and service requests in ServiceNow.
• Troubleshoot authentication, access, MFA, and provisioning issues.
• Document investigation steps and outcomes, meeting SLAs.
• Escalate complex issues to senior IAM or Cybersecurity.

Skills

Microsoft Entra ID

Active Directory

ServiceNow

RBAC & MFA

Troubleshooting & documentation

On-call coordination

Education

Associate degree in IT / Cybersecurity / CS

Tools

Workday

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

Employment Eligibility

To be eligible for this opportunity, you must be authorized to work in the U.S. Upbound Group does not offer employment-based immigration sponsorship for this role, including OPT or CPT.

Equal Opportunity Employer

Upbound Group is an equal opportunity employer committed to ensuring all employment decisions are made on a non-discriminatory basis in accordance with applicable federal, state, and local laws.

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