Directory Management Operations Technician (Puerto Rico)

RTX•Santa Isabel, PR

4d•Remote

About The Position

This position is part of the Directory Management Monitoring and Support team, under Directory Management Operations, supporting a complex enterprise environment across multiple Active Directory domains and Azure cloud platforms. The role involves heavy ServiceNow ticket work with end users and team members, and requires someone who can learn on the job, work with minimal supervision, and proactively ask questions. You will work standard business hours and participate in an on‑call rotation. This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Requirements

A University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience.
3+ years of Active Directory experience
3+ years of information technology experience
3+ years of technical ticket work
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Nice To Haves

3+ years of Azure Cloud Identity experience
Knowledge in scripting (PowerShell, SQL, access, excel) and data mapping
Solid understanding of Active Directory
Good understanding of IAM principles
Excellent communication skills, verbal and written and presentation skills required
Team player with proven collaboration, critical thinking and problem-solving skills
Experience with PowerPoint, and other Microsoft products such as Excel, required
Ability to prioritize work without management direction and provide clear and documented status updates/metrics to management
Must have the ability to quickly learn and adapt to new concepts, capabilities or tools based on the needs.
Ability to troubleshoot complex problems with minimal guidance
Excellent analytical skills and attention to detail
Experience working with One Identity Active Roles, Quest GPOADmin, Varonis

Responsibilities

Handle daily ServiceNow tickets
Install, configure, customize, and support Active Directory tools and governance solutions
Troubleshoot system issues and document processes, workflows, and procedures
Assist with project activities that require IAM team participation
Ensure daily operational processes run efficiently
Review integrations and solutions to confirm alignment with best practices and security standards
Provide production support during Sev 1 / Sev 2 incidents
Participate in the on‑call schedule