IAM User Experience & Enablement Owner (Remote)

AbbVie•Tampa, FL

21h•Remote

About The Position

This role is part of AbbVie's Information Security & Risk Management (ISRM) team within Business Technology Solutions. The Identity & Access Management (IAM) team is responsible for the development, implementation, and oversight of the organization's IAM strategy, ensuring secure, efficient, and compliant access to systems and data. The IAM team supports all verticals including User Lifecycle Management, Privileged Account Management, Directory Services, MFA/Federation/SSO, Access Certifications, Role Based Access Control, External Identity Management, and Application & System Integration. Our Customer Enablement & Innovation function exists to ensure that every IAM capability is well-documented, easy to use, and successfully adopted across the enterprise. This position can be virtually anywhere in the U.S. Take the next step in your career with an organization that strategically invests in the long-term health of the company, its technology and its people. The AbbVie Business Technology Solutions (BTS) team shapes the digital transformation necessary for our treatments to positively impact patients' lives. In the role of User Experience & Enablement Owner, Identity & Access Management, you'll tackle complex challenges as you develop and diversify your professional experiences while helping others grow and develop their skills.

Requirements

Bachelors Degree and 6 years of experience OR Masters Degree and 5 years experience OR PhD
5+ years in Identity & Access Management or a related information security discipline
Demonstrated experience improving user experience, driving technology adoption, or managing self-service platforms in an enterprise environment
Strong ability to translate complex technical concepts into clear, accessible documentation and user guidance
Experience gathering and acting on user/customer feedback to improve products, platforms, or processes
Proven ability to work cross-functionally with technical teams and business stakeholders
Strong organizational skills with the ability to manage multiple workstreams and priorities simultaneously
Excellent written and verbal communication skills, with experience creating training materials, guides, or enablement content

Nice To Haves

Familiarity with IAM concepts and services such as RBAC, MFA, SSO/Federation, Privileged Access Management, Identity Governance & Administration (IGA), or Access Certifications
Experience with portal design, knowledge management platforms, or self-service tooling
Background in product ownership, customer success, or technology enablement roles
Experience with metrics and reporting tools to track platform adoption and user engagement
Familiarity with audit and compliance requirements related to identity and access management

Responsibilities

Own and continuously improve the Self-Service IAM Portal, ensuring it provides an intuitive, persona-based experience that simplifies access management for end users and system owners
Serve as the Voice of the Customer for IAM — collecting, synthesizing, and acting on user feedback to enhance usability, reduce friction, and improve satisfaction across all IAM services
Conduct end-to-end reviews of IAM processes and services, identifying opportunities to simplify workflows, improve documentation, and enable self-service adoption
Develop and maintain user-facing documentation, how-to guides, code samples, FAQs, and support resources that make IAM services easy to understand and adopt
Define and track adoption metrics across IAM services, creating dashboards and reports that provide visibility into usage trends, self-service uptake, and areas for improvement
Partner with IAM service leads (User Lifecycle Management, Privileged Access Management, MFA/SSO/Federation, RBAC, Access Certifications, and more) to understand capabilities and translate them into clear, accessible user experiences
Serve as a liaison between technical IAM teams and end users, system owners, and business stakeholders to ensure IAM solutions are effectively communicated and adopted
Develop onboarding materials and enablement programs to support new application integrations and help system owners navigate IAM processes with confidence
Identify and escalate usability gaps, adoption barriers, and user experience issues to the Associate Director, Customer Innovation and Enablement
Support continuous improvement initiatives by analyzing customer feedback, adoption data, and support trends to recommend and implement enhancements