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AM Analyst L2 - IDM

Application Management


AM Engineer level 2 to deliver Triage and Support for incidents and Requests raised by end users Initially focused on Identity Management, but with the possibility of a future Scope extension. Doing tasks like Enroll users, reset passwords, perform a bulk upload of user ID’s as needed, Develop process documentation like Standard Operation Procedures (SOP) and Runbooks and FAQ’s.


This position will also provide support to managers/approvers to follow up on scheduled user access campaigns. Helping with Phishing email campaigns, Supporting CrowdStrike onboarding and offboarding devices and escalating tickets when necessary to internal customer resources.


  • Understanding of Identity and Access Management principles.
  • Exhibit advanced interpersonal skills to effectively deals with individual or group conflicts interacting with end users or client side.
  • Time management to prioritize workload and take efficient decisions for urgent requests.
  • Troubleshooting access issues for applications and LDAP systems.
  • Periodically review and update documentation related to processes and daily work.
  • Good team player, positive attitude, decision-making, conflict management, organizing and planning, trust, and transparency.
  • Passionate for the IT industry.
  • Willing to learn and take on challenges.
  • Strong oral and written communication English skills.


Qualifications and Experience

  • Active Directory knowledge.
  • LDAP tools knowledge.
  • Incidents and Tasks management, preference on Service Now.
  • Windows and Linux Servers management.
  • Security Practices.
  • Enrolling users in MyIdentity.
  • User Access Campaigns:
      Provide help desk support for managers/approvers
      Follow-up on incomplete campaigns
  • Highly developed customer skills. 
  • SQL experience
  • Very good analytical thinking.
  • Strong written and verbal communication skills.
  • Excellent knowledge of English language (90% Level).
  • Capable of identifying trends and using statistics to interpret data.
  • Organized, methodical and structured approach to work, attention to details
  • Curiosity and business acumen.
  • Self-starter and driven.

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