Manager, IAM (Provider Provisioning)

Emory Healthcare•Tucker, GA

About The Position

The Manager of Identity and Access Management for Provider Provisioning oversees IAM service delivery, incident response, access governance, and employee management for the IAM team. This position sets service objectives, ensures timely provisioning and deprovisioning, leads RCA and escalation handling, and partners with Internal Audit and IT leadership to maintain secure and compliant identity operations. The IAM Manager supports major organizational initiatives involving identity changes, drives process improvement, and ensures efficient and reliable IAM services across the enterprise.

Requirements

Education - Bachelor's degree in Information Technology or a related field, OR 10 years of progressive Information Technology experience
Experience - Two years of supervisory experience; experience with identity governance platforms and cloud IAM services (e.g., AWS IAM, Azure AD)
Knowledge, Skills & Abilities (Required):
Knowledge of IAM operations, provisioning workflows, and access governance principles
Ability to lead teams, manage performance, and drive engagement
Understanding of Segregation of Duty (SoD) risk, identity lifecycle management, and deprovisioning controls
Experience conducting RCA, managing escalations, and supporting cross-functional issue resolution
Ability to develop and maintain IAM processes, documentation, and audit compliance -
Strong communication, analytical, and problem-solving skills
Ability to manage multiple priorities and maintain service levels in a high-impact environment
Familiarity with cloud IAM tools and identity governance platforms

Nice To Haves

Certification - Epic Security Certification; CISSP; CISM; CRISC; ITIL v3 or higher Knowledge
Epic Provider Badge
Mastery of the Schedulable Epic Resources (SER) master file • Expertise in Epic EMP Provisioning • Ability to manage execution during large-scale implementations or "Go-Live" transitions,• A strong understanding of Epic's security infrastructure, including managing security workgroups and application-level settings.• Strong analytical skills to troubleshoot critical access issues during peak clinical activity. • The ability to translate complex technical concepts for C-level executives and clinical staff to ensure system-wide adoption
Skills & Abilities:
Experience with audit engagement, compliance programs, and IAM tool optimization
Knowledge of IAM process automation and enterprise-scale identity transitions
Experience leading IAM improvements or maturity model progression

Responsibilities

IAM Service Delivery and Operations:
Set IAM service delivery objectives aligned with business requirements and available resources.
Communicate objectives to the IAM team and lead process planning and design to meet those objectives.
Coordinate resources to sustain Service Level Agreements (SLAs) and maintain 24/7 on-call support for provisioning requirements that impact patient care.
Information Security and Access Governance:
Identify application entitlements with Segregation of Duty (SoD) implications and develop provisioning protocols that mitigate risk.
Identify applications and sensitive data requiring elevated provisioning care and ensure risk-minimized provisioning practices.
Ensure timely and complete termination processing in adherence to security and compliance requirements.
Incident Response and Escalation Management:
Lead Root Cause Analysis (RCA) for IAM service shortfalls; develop corrective actions and support cross-functional issue resolution.
Serve as the escalation point for customer frustrations and issues with elevated business or patient care impact.
Ensure customer issues are fully resolved even when originating outside the IAM team.
Major Initiative Support:
Participate in planning and coordination for enterprise initiatives involving identity or access changes, including reorganizations, acquisitions, divestitures, and RIFs.
Maintain tools and processes that support efficient mass identity updates and bulk provisioning/deprovisioning.
Support IAM components of system changes, mergers, or process transitions.
Employee Management and Coaching:
Maintain team engagement scores that meet or exceed organizational averages through transparent communication and inclusive decision-making.
Provide coaching, feedback, and objective performance evaluations; document performance matters in accordance with policy.
Oversee employee training development and ensure staff are equipped with current IAM skills and processes.
Internal Audit Partnership and Compliance:
Maintain a strong partnership with Internal Audit as a primary driver of continuous improvement.
Provide required operational data and documentation to Internal Audit and support routine audits.
Incorporate audit findings into process or technology improvements and maintain clearly documented policies and procedures.
Executive Reporting and Operational Strategy:
Collaborate with leadership on budget projections and manage IAM operations within allocated budgets.
Provide succinct and accurate service, operational, and personnel updates to leadership.
Recommend operational or service management improvements to enhance IAM efficiency and effectiveness.
Perform other duties as assigned.