Senior Technical Resource - SailPoint IIQ Operations

Job Description: Senior Technical Resource - SailPoint IIQ Operations

Location: Canada - Remote

Job Title: Senior Technical Resource - SailPoint Identity IQ (IIQ) Operations Location: [Insert Location / Remote / Hybrid]

Role Summary

We are seeking a highly skilled Senior Technical Resource to support the day-to-day operations of the SailPoint Identity IQ (IIQ) platform. This role will be responsible for maintaining platform stability, troubleshooting and debugging issues, resolving user and application support tickets, and providing deep technical expertise across the SailPoint IIQ environment.

The ideal candidate will have strong hands-on experience with SailPoint IIQ, a solid understanding of IAM concepts, and the ability to diagnose and resolve complex technical and operational issues efficiently.

Key Responsibilities

Operational Support

• Provide daily operational support for the SailPoint IdentityIQ (IIQ) platform.
• Monitor the health, performance, and stability of the SailPoint environment.
• Ensure timely resolution of production support issues and service requests.
• Support scheduled activities such as identity refreshes, aggregation jobs, certification campaigns, provisioning tasks, and policy violation reviews.

Incident Management and Debugging

• Investigate, troubleshoot, and resolve issues related to SailPoint IIQ workflows, rules, tasks, connectors, certifications, and provisioning processes.
• Perform detailed debugging and root cause analysis for application errors, failed tasks, provisioning failures, and integration issues.
• Review logs, trace errors, and identify code, configuration, or data-related issues within the SailPoint platform.
• Work closely with infrastructure, application, and IAM teams to resolve cross-functional technical problems.

Ticket Handling and User Support

• Manage and resolve user support tickets related to access requests, provisioning issues, role assignments, certification issues, and identity lifecycle events.
• Provide L2/L3 support for escalated incidents and complex service requests.
• Analyze recurring issues and recommend long-term fixes or process improvements.
• Maintain service levels and communicate effectively with stakeholders regarding ticket status and resolution.

Technical Expertise

• Demonstrate in-depth knowledge of SailPoint IdentityIQ architecture, including:
• Workflows
• Business processes
• Rules
• Tasks
• Certifications
• Role management
• Provisioning
• Lifecycle events
• Application onboarding and integrations
• Support configuration and troubleshooting of connectors such as Active Directory, LDAP, HR systems, databases, and other enterprise applications.
• Understand and support customizations using Beanshell/Java, XML configuration, and SailPoint debugging tools.
• Assist with deployment validation, patch testing, and production readiness activities.

Process Improvement and Documentation

• Document incidents, root cause findings, workarounds, and permanent fixes.
• Create and maintain operational runbooks, knowledge articles, and troubleshooting guides.
• Identify opportunities to improve system reliability, operational efficiency, and user experience.
• Recommend enhancements to workflows, access request processes, and provisioning logic.

Collaboration

• Partner with IAM engineering, application owners, infrastructure teams, and service desk teams to ensure seamless IAM operations.
• Participate in on-call support or after-hours incident response as needed.
• Support audit inquiries and compliance-related operational requests.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field, or equivalent work experience.
• 5+ years of hands-on experience supporting SailPoint IdentityIQ (IIQ) in a production environment.
• Strong understanding of Identity and Access Management (IAM) principles, including joiner/mover/leaver processes, provisioning, access certifications, RBAC, and policy management.
• Proven experience debugging and troubleshooting complex SailPoint IIQ issues.
• Experience handling operational incidents, user tickets, and production support activities.
• Working knowledge of:
• SailPoint IIQ configuration and administration
• Beanshell / Java
• XML
• SQL / database queries
• Web services / APIs
• LDAP / Active Directory integrations
• Ability to analyze logs and perform root cause analysis effectively.
• Strong verbal and written communication skills.

Preferred Qualifications

• SailPoint IdentityIQ certification(s) preferred.
• Experience in enterprise IAM operations within a large, complex organization.
• Familiarity with ITSM tools such as ServiceNow.
• Experience with audit, compliance, and access governance processes.
• Knowledge of application onboarding and connector troubleshooting.
• Exposure to DevOps, release management, and automated deployment practices is a plus.

Key Skills

• SailPoint IdentityIQ (IIQ)
• Production Support
• Debugging and Troubleshooting
• Ticket Resolution
• IAM Operations
• Access Provisioning
• Certifications and Lifecycle Management
• Root Cause Analysis
• Active Directory / LDAP
• SQL / XML / Beanshell / Java
• Stakeholder Communication