Iam operational support

About the role

We are seeking an ICAM Operational Support Specialist to provide customer-facing Tier 2 and Tier 3 support on a federal Identity, Credential, and Access Management (ICAM) contract. This role resolves escalated identity and access issues across a SailPoint, Microsoft Entra ID, and GitHub environment, working directly with end users, application owners, and government stakeholders. The ideal candidate has hands-on identity and access management experience, is comfortable owning an issue through to resolution, and communicates clearly with both technical and non-technical stakeholders in a fast-paced government contracting environment.

What you'll do

• Serve as the primary point of contact for Tier 2 and Tier 3 identity, credential, and access issues escalated from Tier 1 helpdesk, resolving them directly with end users and application teams.
• Investigate and resolve access provisioning, deprovisioning, and entitlement issues within SailPoint, including certification campaign errors, workflow failures, and connector or aggregation issues.
• Troubleshoot authentication, single sign-on, conditional access, and identity federation issues within Microsoft Entra ID, including MFA enrollment problems, sign-in failures, and conditional access policy conflicts.
• Log, track, and update all customer interactions and resolutions in ServiceNow maintaining accurate records for SLA reporting and audit purposes.
• Perform root cause analysis on recurring or complex incidents and coordinate with engineering, security, and platform teams to implement permanent fixes rather than repeated workarounds.
• Escalate systemic issues, policy gaps, or security concerns to program leadership and technical leads with clear, well-documented context.
• Support identity lifecycle events, including onboarding, transfers, role changes, and offboarding, ensuring access is granted and removed accurately and on schedule.
• Contribute to and maintain knowledge base articles, runbooks, and standard operating procedures to reduce resolution time on repeat issues.
• Communicate proactively and professionally with end users and government customers, setting clear expectations and following through until an issue is fully resolved.
• Participate in change management activities, testing, and validation for updates to SailPoint, Entra ID, or GitHub configurations that affect user access.
• Support metrics reporting on ticket volume, resolution time, and SLA compliance for program status reviews.

Qualifications

• 3-5 years of experience in an operational support or service desk role within an identity, credential, and access management (ICAM) or IT security environment, including direct experience handling escalated (Tier 2/Tier 3) tickets.
• Working experience with Microsoft Entra ID (Azure AD), including user and group management, conditional access, MFA, and SSO/federation troubleshooting.
• Experience using a ticketing/ITSM system such as ServiceNow to manage, document, and resolve customer-reported issues against defined SLAs.
• Strong customer service orientation, with the ability to communicate technical concepts clearly to non-technical users and remain composed under pressure.
• Ability to obtain and maintain a federal government security clearance or suitability determination as required by the contract (Public Trust).
• U.S. citizenship is required.

Preferred Qualifications

• Experience supporting a federal government ICAM program or FISMA-regulated environment.
• Familiarity with identity governance frameworks such as NIST SP 800-63 (digital identity guidelines), FICAM, or Zero Trust identity principles.
• Scripting or automation experience (PowerShell, Python) to support repetitive access or reporting tasks.

The salary range for this role: $90,000 - $115,000.

Easy Dynamics is an equal opportunity employer. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other consideration made unlawful by applicable federal state or local laws.