CIAM OKTA Support

Key Responsibilities:

Operational Support and Incident Management

• Monitor ServiceNow queues, incidents, change orders, and support emails on a regular basis.
• Review and respond to Sev 1, Sev 2, and Sev 3 tickets within agreed service levels.
• Investigate and resolve access-related and application-related issues raised by users and application teams.
• Support urgent business requests, including testing-related access requirements, where applicable.

User and Access Administration

• Manage Okta group mapping for existing applications, including assignment and removal of groups.
• Assign Okta groups to users based on approved access requests.
• Create external user accounts for applications in line with approved business requests.
• Update primary email addresses for external users when required.
• Reset passwords for external users and perform MFA resets as needed.
• Create Okta groups to support application onboarding and access requirements.

Application Onboarding and Configuration

• Support onboarding of new applications in Okta, including SAML, OIDC, and service applications.
• Implement approved configuration changes for existing applications.
• Partner with application owners and TPMs to understand onboarding requirements, identity provider setup, and authentication needs.

Policy and Identity Administration

• Create and manage authentication and access policies for applications.
• Manage password, MFA enrollment, and global session policies across the Okta environment.
• Create and maintain Identity Providers in Okta.
• Manage authorization servers, including scopes, claims, and access policies.

Platform Administration and Continuous Improvement

• Manage Okta branding elements, including themes, hosted pages, and custom email templates.
• Create and maintain Okta automations and workflows.
• Monitor new Okta feature releases and assess their impact on applications and services.
• Contribute to the continuous improvement of CIAM processes and platform capabilities.

Reporting and Documentation

• Provide standard and custom Okta reports to application owners on request.
• Maintain process documents, standard operating procedures, and support documentation in Wiki and Confluence.
• Keep operational and knowledge documents current to support effective service delivery.

Qualifications

• Bachelors degree in computer science, Information Technology, or a related field, with 14 years of relevant professional experience.
• Good understanding of Okta CIAM capabilities and platform administration.
• Experience in user lifecycle management, access management, and group-based access control.
• Knowledge of SAML, OIDC, Identity Providers, and authentication mechanisms.
• Experience managing authentication, access, password, MFA, and session policies.
• Strong understanding of IAM concepts and secure access management, with good problem-solving skills.
• Knowledge of delegated authentication concepts.
• Foundational knowledge of related platforms/tools such as Active Directory (AD), Workday, and CyberArk.
• Familiarity with Okta workflows, branding, and authorization server configuration.
• Experience with ServiceNow is preferred.
• Strong troubleshooting, analytical, and incident management skills.
• Good communication, documentation, and stakeholder management skills.
• Ability to work collaboratively with application owners, TPMs, and support teams.

Key Attributes

• Strong attention to detail and operational discipline.
• Ability to manage priorities effectively in a fast-paced environment.
• Service-oriented mindset with a focus on quality and timely resolution.
• Commitment to process compliance, documentation, and continuous improvement.