IDAM Support Analyst L2

POSITION RESPONSIBILITIES

Monitor relevant queues in Zoetis IT Service Management (ITSM) system to ensure timely identification and resolution of incidents.

Respond to incidents within defined Service Level Agreements (SLAs), documenting all interactions and resolutions accurately.

Assist users with requests and troubleshooting by following well-documented Knowledge Base Articles (KBAs) and operating procedures.

Participate in rotation for 16x5 operations for Identity, Directory, and Access Management (IDAM) services, ensuring uninterrupted service and providing off-hours escalation support for high-priority incidents (P1, P2).

Troubleshoot authentication failures, collaborating with application teams to resolve availability issues and maintain system reliability while addressing critical challenges.

Monitor IDAM services as prescribed by technical leads, investigating failures, discrepancies, and errors to ensure operational continuity.

Collaborate closely with Service Desk, Site Services, and Security Operations teams to execute IAM support processes and optimize workflows.

Communicate with Zoetis Tech & Digital (ZTD) teams and/or end users regarding high-priority (P1, P2) service level incidents, utilizing Service Desk Corporate Outage Report (COR) procedures to publish notifications effectively.

Align with one or more technical specialists to learn specific IDAM areas, leveraging mentorship and collaboration to expand expertise and create pathways for career growth and development.

ORGANIZATIONAL RELATIONSHIPS

Reports directly to ZICC IDAM IGA & PAM Technology Lead, with dotted line to US-based Head of IDAM and IDAM Operations Lead

Be part of the global Technology Risk Management organization, which reports to the Chief Information Security Officer (CISO).

Collaborate regularly with ZTD application, business partner, and infrastructure teams

Interact with external vendors or partners providing software, services, or APIs that require integration with IDAM systems, including establishing requirements, negotiating contracts, and facilitating technical integration.

Collaborate with implementation partners responsible for deploying, configuring, or maintaining integrated solutions within Zoetis IT landscape.

RESOURCES MANAGED

• Financial Accountability
• This role does not have responsibility for any operational budget.
• Supervision
• Approximately 10 ZICC colleague members of the IDAM team.

EDUCATION AND EXPERIENCE

• University Degree in Computer Science or Information Systems is required
• MS or advanced security/identity courses or other applicable certifications is desirable, including
• Certified Information Systems Security Professional (CISSP)

Experience:

• Minimum 3+ years of experience in Information Systems, especially IDAM or Security Related
• Experience in the pharmaceutical or other regulated industry, especially Animal Health desired
• Experience working with global teams across multiple time zones.
• Demonstrated ability to work within diverse technical teams.

TECHNICAL SKILLS REQUIREMENTS

This is a combination functional/technical role. The ideal candidate will demonstrate proficiency in these areas, while further developing their technical skills:

• ITSM Tools:
• Experience working with ITSM tools such as ServiceNow.
• Identity & Access Management Expertise:
• Experience supporting one or more of the following technology areas:
• Identity Governance & Administration (IGA): Familiarity with SailPoint IdentityIQ (IIQ) for Identity Lifecycle, Access Request & Recertification, and User Provisioning/Deprovisioning.
• Enterprise & Cloud Directories: Knowledge of Microsoft Active Directory and EntraID.
• Multi-Factor Authentication (MFA): Expertise with SafeNet MobilePass or similar platforms.
• Privileged Access Management (PAM): Experience with tools such as Delinea Secret Server, Netwrix SecureOne, CyberArk, or similar.
• Customer Identity & Access Management (CIAM): Familiarity with tools such as SAP Customer Data Cloud (CDC/Gigya) or similar.
• End-User and Technology Team Support:
• Experience providing Level 2 (L2) support for identity and authentication issues for end users and technology teams.
• Familiarity with incident response and root cause analysis for authentication service outages, identity synchronization issues, and cybersecurity events.
• Experience collaborating with Service Desk, Site Services, and Security Operations teams

Desirable Skills:

• Proficiency with Microsoft Power Apps, including building or customizing forms and applications to enhance identity-related workflows or integrations.
• Experience with data analytics and automation tools, such as Alteryx, for streamlining workflows and troubleshooting data-related issues.
• Familiarity with data warehousing concepts and the ability to collaborate effectively with teams managing data warehouses to support identity-related processes.

Must be fluent in both written and spoken English, with the ability to communicate effectively across technical and non-technical audiences.

PHYSICAL POSITION REQUIREMENTS

• Availability to work between 1pm IST to 10pm IST hours (minimum 3 hours of daily overlap with US ET Time zone)