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AI Summary
Job Title: IAM Analyst
Experience: 1-3 Years
Timing: 9 pm to 5 Am (IST)
Position Summary:
Key Responsibilities
Ticket Intake & Creation
Create requests/tickets from standardized HR-generated reports or approved intake lists (e.g., new hires, changes, terminations, access adjustments).
Ensure each ticket contains complete required fields, identifiers, and attachments; validate that request metadata is sufficient for downstream teams to act.
Triage & Coordination
Perform initial triage: confirm assignment group/queue, categorize request type, and route to the correct operational owner (Provisioning, ServiceNow workflow owner, client-facing pathway, etc.).
Monitor assigned queues for aging items and SLA risk; flag items that require attention.
Escalation Management & Communications
Act as a centralized escalation contact for the IAM/Provisioning team: respond to escalation inquiries with ticket status, documented blockers, and next steps.
Coordinate escalation paths using agreed communication methods (email/Teams) and ensure escalations are documented for visibility and follow-through.
Status Reporting
Maintain a simple tracker/report view (ticket number, requester, current status, blocker, owner, next step) to support daily/weekly operational updates.
Provide summarized updates to stakeholders (requestors, leaders, PMs) without exposing sensitive credential data.
Process Adherence & Continuous Improvement
Follow IT support standards, procedures, and documentation expectations; identify recurring issues, missing data patterns, or workflow gaps and share improvement recommendations to leadership.
Contribute to process refinement by suggesting standardized templates, intake checklists, and response macros to reduce back-and-forth.
Required Skills
1.1–3 years of experience in an IT support, service desk, ticket coordination, operations coordination, or similar role.
2.Demonstrated ability to manage high ticket volume with attention to detail and strong follow-through.
3.Strong written communication skills for status updates, escalation responses, and stakeholder coordination.
4.Comfortable working in an ITSM tool (e.g., ServiceNow) and maintaining structured trackers.
• Be part of a fast-growing, people-first organization where your work creates measurable impact.
• Grow continuously with structured learning, certifications, and industry-recognized development programs.
• Collaborate with high caliber teams that value ownership, trust, and accountability.
• Grow alongside an organization that’s scaling with purpose and clarity. Be part of a fast scaling Global Capability Center with meaningful global responsibility.
• Accidental insurance coverage for the associate that adds an extra layer of security.
• Professional development programs with reimbursement support to help you upskill and grow with confidence.
• A workplace that is fully compliant with labor laws, including maternity and paternity benefits.
• Thoughtful experiences like welcome kits, company swag, and work anniversary gifts that recognize your journey with us.
• Benefits designed to support you at different stages of life and career, not just on day one.
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