IDAM Support Analyst L2

As an IT Service Management (ITSM) specialist at Zoetis, your role involves monitoring relevant queues to ensure timely incident resolution and responding within defined SLAs. You will assist users with requests and troubleshooting by following documented procedures and participating in 16x5 operations for Identity, Directory, and Access Management (IDAM) services. Your responsibilities also include troubleshooting authentication failures, monitoring IDAM services, and collaborating with various teams to maintain system reliability and address critical challenges. Key Responsibilities: - Monitor relevant queues in the ITSM system for incident identification and resolution - Respond to incidents within defined SLAs, documenting interactions and resolutions accurately - Assist users with requests and troubleshooting by following Knowledge Base Articles and procedures - Participate in 16x5 operations for IDAM services, ensuring uninterrupted service and providing off-hours escalation support for high-priority incidents - Troubleshoot authentication failures and collaborate with application teams to resolve availability issues - Monitor IDAM services as prescribed by technical leads, investigating failures and discrepancies - Collaborate with various teams to execute IAM support processes and optimize workflows - Communicate effectively with teams and end users regarding high-priority service level incidents - Align with technical specialists to expand expertise and create pathways for career growth Qualification Required: - University Degree in Computer Science or Information Systems - Minimum 3+ years of experience in Information Systems, especially IDAM or Security Related - Experience working with global teams across multiple time zones - Proficiency in ITSM tools such as ServiceNow - Expertise in Identity & Access Management areas including IGA, Enterprise & Cloud Directories, MFA, PAM, and CIAM - Experience providing Level 2 (L2) support for identity and authentication issues - Familiarity with incident response and root cause analysis for authentication service outages In your role, you will report directly to ZICC IDAM IGA & PAM Technology Lead and collaborate with various internal and external teams to ensure the seamless integration of IDAM systems within Zoetis' IT landscape. This position does not have financial accountability but involves supervising approximately 10 ZICC colleague members of the IDAM team. Your educational background should include a University Degree in Computer Science or Information Systems, with additional certifications such as CISSP being desirable. Demonstrated experience in Information Systems, particularly in IDAM or Security, is essential for this role. As an IT Service Management (ITSM) specialist at Zoetis, your role involves monitoring relevant queues to ensure timely incident resolution and responding within defined SLAs. You will assist users with requests and troubleshooting by following documented procedures and participating in 16x5 operations for Identity, Directory, and Access Management (IDAM) services. Your responsibilities also include troubleshooting authentication failures, monitoring IDAM services, and collaborating with various teams to maintain system reliability and address critical challenges. Key Responsibilities: - Monitor relevant queues in the ITSM system for incident identification and resolution - Respond to incidents within defined SLAs, documenting interactions and resolutions accurately - Assist users with requests and troubleshooting by following Knowledge Base Articles and procedures - Participate in 16x5 operations for IDAM services, ensuring uninterrupted service and providing off-hours escalation support for high-priority incidents - Troubleshoot authentication failures and collaborate with application teams to resolve availability issues - Monitor IDAM services as prescribed by technical leads, investigating failures and discrepancies - Collaborate with various teams to execute IAM support processes and optimize workflows - Communicate effectively with teams and end users regarding high-priority service level incidents - Align with technical specialists to expand expertise and create pathways for career growth Qualification Required: - University Degree in Computer Science or Information Systems - Minimum 3+ years of experience in Information Systems, especially IDAM or Security Related - Experience working with global teams across multiple time zones - Proficiency in ITSM tools such as ServiceNow - Expertise in Identity & Access Management areas including IGA, Enterprise & Cloud Directories, MFA, PAM, and CIAM - Experience providing Level 2 (L2) support for identity and authentication issues - Familiarity with incident response and root cause analysis for authentication service outages In your role, you will report directly to ZICC IDAM IGA & PAM Technology Lead and collaborate with various internal and external teams to ensure t