Service Engineer

Job summary

Responsible for supporting service delivery through providing technical support to resolve incidents and investigate problems, ensuring the timely delivery of services in line with agreed service levels and using basic technical capabilities to support fault resolution. Specialism: Operations Support.

As a Service Engineer in the Identity & Assessment Management team, you will be required to collaborate extensively with technology teams to resolve complex incidents, requests and problems and act as technical expert on digital projects. Service Engineers also assure the safe application and adoption of new and changed technology into the environment, working with customers to ensure requirements are met and respond to escalation where needed.

Key Accountabilities

• As an active team member of the Identity & Access Management (IAM) devops team you will be responsible for service development, maintenance, testing and operational Support
• Understanding stakeholders’ feedback, prioritizing new user stories / epic, developing new product feature releases and testing changes
• Preparing design and system requirement documents
• Take responsibility for investigation, diagnosis and resolution of incidents ensuring appropriate escalation within resolution teams and service management
• Contribute to the community knowledge sharing and drive a culture of continuous improvement within your team.
• Encourage innovation and delivery of initiatives and technologies that will optimise operational efficiency and effectiveness
• Champion the training and communication for best practices and standards

• Bachelor's (or higher) degree, ideally in Computer Science, MIS/IT, Mathematics or a hard science
• 6 to 8 years, with a minimum of 3 to 4 years of relevant experience working within an identity governance and access management domain
• A good understanding of Identify & Access Management (IAM) process and procedures
• Experience in preparing quality design and system requirement documents or similar
• Experience with or knowledge of authentication frameworks and protocols such as OIDC, OAuth, SAML etc
• An understanding of various products of IGA platforms such as Application Access Governance, Recertification, Segregation of Duties, Privilege Access Management and similar
• Some experience with performing installation, configuration and maintenance of systems hosted in major cloud providers such as AWS and Azure
• Experience working with key operating systems such as Windows and Linux
• Good working knowledge of agile delivery methodologies
• Some experience as a team member of a medium/large-scale project implementation
• Team player who is willing to speak up and share what they have learnt

• Experience in working with market leading Identity Governance & Administration (IGA) solutions for example Saviynt, Sailpoint, Okta, SAP cloud IGA etc (SAP GRC, ServiceNow GRC) and performing application onboarding into IGA platforms
• Experience coding for API design patterns and Web Services (SCIM, REST, JSON, SOAP and other similar protocols)
• Appreciation of the broader IAM processes including application access governance, attestation, compliance, and audit controls to including SOX
• Some experience with data queries in SQL, working with data in Excel efficiently
• Experience with or knowledge of SAP Security and basic SAP processes and procedures