Senior Sailpoint Security Operations Analyst - Identity & Access Management

Procter & Gamble • Cincinnati, OH

9d • $110,000 - $165,300 • Hybrid

About The Position

We are seeking an experienced Identity & Privileged Access Operations Engineer to join the Information Security Identity and Access Management organization. This role will provide advanced operational support for SailPoint / itAccess Identity Governance Administration services, while also supporting Privileged Access Management processes and platforms as part of the evolving IAM Operations model. The role is intended for a hands-on operations professional who combines strong troubleshooting discipline, customer support mindset, ITIL-based incident and problem management, and practical IAM platform knowledge. SailPoint experience remains a core requirement, while PAM exposure and executive-care support are important extensions of the role. The successful candidate will work closely with IAM Engineering, PAM platform owners, service management, ServiceNow / Help Desk teams, security operations partners, executive administrative support teams, and business users to resolve issues, improve service quality, strengthen operational controls, and mature a horizontal IAM Operations model. A key expectation is to support the “onboard once, govern everywhere” direction: using consistent identity data, ownership, entitlement, and privileged-access signals across IGA and PAM so customers are not asked to repeat separate onboarding and data-collection activities for every control plane.

Requirements

• Bachelor's Degree in Information Systems, Information Technology (IT), Computer Science, Software Engineering, other STEM field or 7+ years relevant years of experience/education.
• Strong experience in enterprise IT operations, IAM operations, cybersecurity support, or similar technical support environment.
• Hands-on experience supporting SailPoint IdentityIQ, SailPoint Identity Security Cloud, itAccess, or comparable IAM /Sailpoint platforms.
• Ability to read, understand, or troubleshoot Java / BeanShell scripts and SailPoint-related configuration; hands-on development is helpful but not required for this role.
• Strong understanding of IAM concepts, including identity lifecycle, access provisioning, access reviews, entitlements, roles, workflows, policy violations, and ownership models.
• Experience with ITIL-based incident, problem, change, and escalation management.
• Experience using ServiceNow or similar ticketing / workflow management platforms.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to coordinate effectively across Service Desk, Operations, Engineering, service managers, vendors, and business stakeholders.
• Strong customer service orientation and ability to communicate clearly with technical and non-technical audiences.
• Ability to work hybrid schedule in Cincinnati, OH based office.

Nice To Haves

• Experience with Privileged Access Management platforms such as CyberArk, Delinea / Centrify, BeyondTrust, or similar.
• Knowledge of privileged account onboarding, vaulting, privilege elevation, session governance, privileged account ownership, and control monitoring.
• Experience with SailPoint IdentityIQ areas such as application onboarding / offboarding, certifications, tasks, reports, lifecycle events, workflows, rules, roles, access provisioning, and password management.
• Familiarity with connectors such as SAP, SAP Java, Oracle, Active Directory, Enterprise Directory, or similar.
• Familiarity with identity data models, entitlement mapping, application ownership, privileged account discovery, and governance metadata.
• Familiarity with cloud environments such as Azure, AWS, or GCP.
• Experience with server, database, Linux, Windows Server, or middleware operations.
• Scripting, automation, dashboarding, or data analysis capability.
• ITIL Foundation, SailPoint certification, PAM certification, cloud certification, or CISSP / cybersecurity certification preferred.

Responsibilities

• Provide advanced Level 3 operational support for SailPoint / itAccess services.
• Investigate, troubleshoot, and resolve access provisioning, identity lifecycle, certification, entitlement, role, workflow, policy, and data-quality related issues.
• Support complex incidents and problem records related to SailPoint IdentityIQ and associated IAM processes.
• Provide technical and operational guidance to Tier 2 Operations Analysts during incident management, problem management, change management, and operational escalations.
• Support access reviews, application onboarding / offboarding, identity lifecycle events, access provisioning, role management, rules, reports, password management, and operational tasks.
• Partner with IAM Engineering on platform defects, recurring issues, configuration issues, integration gaps, foundational connector concerns, and root-cause elimination.
• Support PAM operational processes and platforms, including privileged access issue resolution, account onboarding challenges, vaulting / privileged account governance, and control monitoring.
• Assist with privileged account lifecycle, privileged account ownership, compliance controls, audit readiness, risk signals, and service health activities.
• Partner with PAM platform owners and engineering teams to escalate and resolve complex privileged access issues.
• Connect Sailpoint and PAM support work by helping ensure privileged identities, accounts, entitlements, owners, applications, and governance attributes are consistently represented.
• Contribute to operational improvements that strengthen privileged access protection, reduce duplicate onboarding effort, and avoid parallel data-collection processes for customers.
• Provide direct L3 support for executive administrative teams when identity, access, or privileged access issues require high-touch resolution.
• Coordinate timely updates, escalation paths, and service restoration steps for executive-care scenarios while maintaining appropriate operational controls.
• Use executive-care insights to identify recurring pain points, process gaps, documentation needs, and automation opportunities.
• Support a coverage model based on “onboard once, govern everywhere,” using shared identity, application, entitlement, ownership, and privileged-access data across IGA and PAM.
• Work with application owners, service managers, onboarding teams, data-quality resources, and platform owners to reduce separate onboarding asks and duplicate data grabs from customers.
• Help identify where PAM and Sailpoint overlap from a support perspective, including data model alignment, ownership validation, entitlement mapping, privileged flagging, and foundational connector or integration needs.
• Use support patterns and ticket data to feed continuous improvement across Sailpoint and PAM operational processes.
• Manage incidents, service requests, problem records, and escalations through ServiceNow or similar workflow platforms.
• Lead or support root cause analysis for recurring or high-impact IAM / PAM issues.
• Participate in operational readiness, testing, validation, and change execution for IAM-related platform changes.
• Maintain and improve operational documentation, SOPs, runbooks, knowledge articles, and support procedures.
• Identify recurring issue patterns and drive corrective actions to reduce ticket volume and improve service quality.
• Support operational metrics, KPIs, service reviews, health checks, and performance management.
• Contribute to automation, self-healing, workflow improvements, and process simplification.
• Help mature IAM Operations from reactive ticket resolution toward proactive service ownership and demand reduction.

Benefits

• Total rewards at P&G include salary + bonus (if applicable) + benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior