IAM Enablement Analyst

AbbVie•North Chicago, IL

7h•$58,656 - $103,500

About The Position

The IAM Enablement Analyst makes Identity and Access Management (IAM) services easier to understand, navigate, and use. The role supports user research and journey mapping, translates customer needs into actionable requirements, and helps design and maintain a persona-based IAM portal that brings together self-service, guidance, and support. The analyst partners with IAM product, engineering, operations, and business stakeholders to improve content, simplify experiences, and monitor adoption and user feedback. This work aims to increase self-service, reduce friction, and provide a more consistent customer experience across IAM offerings. This position is part of AbbVie’s Information Security & Risk Management team within Business Technology Solutions and reports to the Associate Director, Customer Enablement & Innovation. The IAM team develops, implements, and oversees the organization’s IAM strategy to help provide secure, efficient, and compliant access to systems and data. Its capabilities include User Lifecycle Management, Privileged Account Management, Directory Services, MFA, Federation and SSO, Access Certifications, Role Based Access Control, External Identity Management, and Application and System Integration.

Requirements

Bachelor's degree with relevant professional experience, or an equivalent combination of education and experience.
Experience in business analysis, user experience, product support, customer enablement, digital experience, process improvement, information security, or a related technology discipline.
Experience gathering requirements and translating user or business needs into clear documentation, user stories, process flows, or actionable work items.
Experience creating user-facing documentation, knowledge content, communications, training materials, or self-service guidance.
Strong written and verbal communication skills, including the ability to explain technical concepts in clear, customer-friendly language.
Strong analytical, organizational, and problem-solving skills, attention to detail, and ability to manage multiple priorities.
Demonstrated ability to collaborate across product, engineering, operations, support, security, and business teams.
Customer-centered mindset and interest in simplifying complex processes and improving how people interact with technology.
Ability to use feedback and data to identify patterns, recommend improvements, and measure results.

Nice To Haves

Familiarity with IAM concepts such as Identity Governance and Administration, Role Based Access Control, MFA, SSO and Federation, Privileged Access Management, access certifications, or identity lifecycle management.
Experience contributing to a portal, intranet, knowledge base, digital product, or self-service experience.
Experience with user research, journey mapping, personas, usability testing, information architecture, service design, or content design.
Experience working with Agile product teams and tools used for backlogs, requirements, prototyping, collaboration, analytics, or content management.
Experience supporting adoption, office hours, demonstrations, training, or change communications.
Familiarity with accessibility, regulated environments, risk management, or technology compliance expectations.

Responsibilities

Gather and document user needs through interviews, surveys, feedback channels, support trends, and direct observation of IAM experiences.
Map current and future user journeys for common IAM activities and identify friction points, handoffs, content gaps, and simplification opportunities.
Translate customer, business, security, and operational needs into user stories, use cases, functional requirements, acceptance criteria, and prioritized backlog items.
Support the design, development, testing, launch, and continuous improvement of a persona-based IAM portal for self-service, guidance, tools, and support.
Create and maintain user guides, FAQs, knowledge articles, process instructions, onboarding materials, communications, and other self-service content.
Partner with IAM product leads, engineering teams, operations, application teams, and other stakeholders to align portal content and user experiences with supported capabilities and product roadmaps.
Help define navigation, information architecture, content standards, and experience patterns across IAM offerings.
Coordinate usability testing, pilot activities, and feedback reviews; document findings and recommend experience improvements.
Support customer education, demonstrations, office hours, and adoption activities for IAM services and new self-service capabilities.
Track adoption, portal usage, customer feedback, self-service effectiveness, and other experience measures, and prepare insights for leaders and stakeholders.
Identify recurring user issues and process gaps, recommend automation or self-service opportunities, and help validate whether changes improve the experience.
Ensure portal content, user guidance, and enablement materials follow accessibility, security, privacy, compliance, and documentation standards.
Maintain organized work items, decisions, requirements, dependencies, risks, and status updates for assigned enablement and portal initiatives.
Contribute to a culture of customer focus, collaboration, experimentation, accountability, and continuous improvement.