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)