SME - Sailpoint IIQ, Java, SailPoint FAM

HCLTech; Pennsylvania; On-site; USD 90,000 - 130,000; Full time

Job summary

HCL Technologies Limited in the United States seeks a Subject Matter Expert (Support & Ops) to resolve escalated incidents promptly within SLA. You will leverage SailPoint IIQ and Java development to mentor the team and improve operational efficiency.

Responsibilities include mentoring staff, documenting SOPs, validating change plans, analyzing root cause and trends, and presenting insights to stakeholders to support informed decision making.

Qualifications

• SailPoint IIQ and Java development experience.
• Knowledge of IT support and operational processes.
• Strong analytical skills for root cause and trend analyses.
• Excellent communication and stakeholder presentation abilities.
• Optional SailPoint IIQ certification.

Responsibilities

• Resolve escalated tickets and incidents promptly per SLA.
• Mentor admins and prepare SOPs; maintain documentation.
• Validate change order plans and assist capacity planning.
• Engage with customers in meetings to understand issues and provide solutions.
• Analyze root cause and trends; present insights to stakeholders.

Skills

SailPoint IIQ

Java development

IT operations knowledge

Analytical skills

Communication

Job description

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely and quality resolution of escalated incidents in accordance with Service Level Agreements (SLA). This position is vital for maintaining high customer satisfaction through effective communication, documentation, and analysis. The expert will leverage their proficiency in SAILPOINT IIQ and Java development to mentor team members and enhance operational efficiency.

Key Responsibilities

• 1. Ensure Prompt Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Sailpoint Iiq And Java Development Expertise, Adhering To Sla Requirements.
• 2. Mentor Administrators And Team Members, Prepare Standard Operating Procedures (Sops), And Maintain Comprehensive Documentation To Support Knowledge Sharing And Operational Excellence.
• 3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Contributing To Effective Capacity Planning Initiatives.
• 4. Foster Positive Customer Relationships By Actively Participating In Meetings To Understand Issues And Provide Solutions, Enhancing Overall Customer Satisfaction.
• 5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Insights And Performance Reports To Key Business Stakeholders For Informed Decision-Making.

Skill Requirements

• 1. Strong Proficiency In Sailpoint Iiq And Java Development.
• 2. Solid Understanding Of Support And Operational Processes Within It Environments.
• 3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses.
• 4. Strong Communication And Presentation Skills For Effective Stakeholder Engagement.

Other Requirements

• 1. Optional But Valuable: Sailpoint Iiq Certification.
• 2. Optional But Valuable: Java Developer Certification