Technology Operations Analyst - Access Management Managed Services

Job description

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity Ernst & Young is seeking an intermediate-level Cyber Identity and Access Management (IAM) Analyst to support Cyber Managed Identity Services team. In this role, you will help deliver managed IAM services across Identity Governance and Administration, IGA, Privileged Access Management, PAM, Multi-Factor Authentication, MFA, and Conditional Access. You will support day-to-day operations, investigate IAM issues, work with client and internal teams, and help maintain reliable, auditable identity services. This is a client-facing managed services role suited for someone with hands-on IAM experience who is comfortable working through tickets, workflows, approvals, documentation, and service procedures. This job posting relates to an existing vacancy within our organization. Your role at a glance Key responsibilities Working with our technical team and clients, the candidate will be responsible for: Identity Governance and Administration (IGA) Support joiner, mover, and leaver processes, including workflow monitoring, retries, reprocessing, and coordination with application owners or fulfilment teams. Support access request workflows, entitlement catalog updates, reconciliation activities, and access certification campaigns. Investigate provisioning failures, connector issues, and entitlement discrepancies. Maintain operational records, audit evidence, and reporting for in-scope IGA services. Privileged Access Management (PAM) Process privileged access requests, time-bound access, and approved emergency access activities. Support privileged account onboarding, decommissioning, ownership validation, credential rotation monitoring, and break-glass evidence collection. Monitor PAM platform health and investigate operational issues. Support inventory validation, audit requests, and documentation updates for PAM operations. Multi-Factor Authentication and Conditional Access Support MFA enrolment issues, authentication failures, lockouts, approved bypasses, and exception expiry management. Implement and maintain approved Conditional Access changes, exclusions, report-only testing, enforcement validation, and tuning. Investigate access blocks and authentication issues within the service scope. Maintain auditable records for approved exceptions, policy changes, and operational evidence. Client Service Operations Communicate IAM findings, service impacts, and status updates to clients and internal stakeholders. Participate in client calls, onboarding activities, service reviews, and governance meetings as required. Log, categorize, prioritize, and manage IAM incidents, requests, changes, and problems through agreed ITSM processes. Support handoffs, escalations, and service metric reporting. Documentation and Continuous Improvement Contribute to SOPs, runbooks, playbooks, and knowledge articles. Support problem management, root cause analysis, and improvement activities for recurring IAM issues. Maintain service quality, evidence retention, compliance support, and audit artifacts. Work within documented approvals, client procedures, change controls, and service boundaries. Skills and attributes for success Experience supporting IAM services in an enterprise, shared services, or managed services environment. Hands-on experience in two or more IAM areas, such as IGA, PAM, MFA, or Conditional Access. Working knowledge of identity lifecycle management, privileged access controls, authentication methods, access governance, and ticket-based service delivery. Experience with platforms or services such as Microsoft Entra ID, Conditional Access, MFA, PAM tools, or identity governance workflows. Ability to investigate operational issues and coordinate across technical, business, client, and vendor teams. Strong documentation skills, including the ability to maintain evidence, ticket notes, control records, and operational procedures. Strong written and verbal communication skills, with the ability to explain IAM issues clearly to technical and non-technical stakeholders. Experience working within approved procedures, change controls, approvals, and service level expectations. French language proficiency, including Quebec French, is an asset for client-facing engagements. Qualifications Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related discipline, or equivalent work experience. 3 or more years of experience in cybersecurity, IAM, identity operations, or a related field. Meaningful hands-on experience in at least two of the following areas: o IGA o PAM o MFA o Conditional Access Relevant certifications are an asset, such as: o Microsoft Certified: Identity and Access Administrator Associate o PAM, IGA, or IAM platform certifications o Security+, CISSP, or similar security or identity certifications This role is part of a 24/7 client monitoring team and requires flexibility to work a rotational schedule, including overnight and weekend coverage as needed. What we offer When you thrive, we thrive. The EY benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being: $5,000 per year for mental health support benefits Wellbeing benefit of $1,200/year EY reports salary ranges in accordance with applicable provincial pay transparency legislation. Individual salaries within the anticipated salary ranges noted below are determined through a wide variety of factors including but not limited to internal equity, education, relevant experience, knowledge, and applicable skill sets. Dieppe , NB $ 48,000 to $ 72.,000 Explore how a career at EY is yours to build at Discover how, when and where you can work at Are you ready to shape your future with confidence? Apply today. To help create the best experience during the recruitment process, please describe any accommodations you may need. Inclusiveness at EY Inclusiveness is at the heart of who we are and how we work. We’re committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Métis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world. Learn about our commitment to Inclusiveness at EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. At EY, we use artificial intelligence (AI) tools as one element of our recruitment process to enhance efficiency and improve the candidate experience. While AI supports us in our process, human judgment and decision-making remain integral in our candidate experience. We are committed to the responsible use of AI, and our practices are continuously reviewed and refined to ensure they align with ethical principles and regulatory requirements. 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