IAM Operations Analyst I

Upbound Group is hiring an IAM Operations Analyst I to provide operational support for identity lifecycle and access management across enterprise systems. The role processes approved access requests, troubleshoots routine identity issues, maintains records, and escalates complex or security-sensitive matters while partnering with IT, HRIS, Cybersecurity, and application support teams.

What you'll do:

• Provision, modify, disable, and deprovision user accounts and access in accordance with approved requests and documented procedures
• Support joiner, mover, leaver, rehire, transfer, promotion, and contractor identity lifecycle events
• Administer users, groups, licenses, and role-based access in Microsoft Entra ID and Active Directory within assigned permissions
• Validate employee and organizational information in Workday before completing identity changes
• Fulfill approved application access requests and confirm completion with requestors
• Monitor and resolve assigned IAM incidents, service requests, and tasks in ServiceNow
• Troubleshoot routine authentication, account access, synchronization, password, MFA, and provisioning issues
• Track onboarding and access requests to support Day-1 readiness and timely completion
• Document investigation steps, approvals, actions, and outcomes accurately while meeting service-level agreements
• Escalate complex technical, automation, privileged-access, and security issues to senior IAM staff or Cybersecurity
• Follow identity verification, password recovery, and MFA security procedures
• Assist with self-service password reset (SSPR) enrollment and authentication issues

What they're looking for:

• 1+ years of IT Support, Service Desk, IAM, or related technical support experience
• Working knowledge of Microsoft Entra ID, Active Directory, and account administration
• Familiarity with ServiceNow or comparable IT service management platforms
• Understanding of provisioning, RBAC, authentication, and MFA
• Strong troubleshooting, communication, organization, and documentation skills
• Ability to manage requests accurately, meet deadlines, and protect sensitive information
• An equivalent combination of education and directly related IAM, IT operations, service desk, or technical support experience will be considered
• Must be authorized to work in the U.S. Upbound Group does not offer employment-based immigration sponsorship for this role, including OPT or CPT
• Experience supporting Workday-driven employee lifecycle processes
• Familiarity with Microsoft 365, enterprise application access, and SSPR
• Basic knowledge of PowerShell, scripting, or IAM automation
• Understanding of ITIL and identity governance best practices