About Our Team
This position is part of AbbVie's Information Security & Risk Management (ISRM) team within Business Technology Solutions and reports to the Associate Director, Customer Enablement & Innovation. The Identity & Access Management (IAM) team is responsible for the development, implementation, and oversight of the organization's IAM strategy, helping provide secure, efficient, and compliant access to systems and data. The team supports capabilities including User Lifecycle Management, Privileged Account Management, Directory Services, MFA, Federation and SSO, Access Certifications, Role Based Access Control, External Identity Management, and Application and System Integration. We put our partners in a position to succeed by providing the knowledge, tools, experiences, and support they need to use IAM services effectively while managing risk.
Responsibilities
Gathering and documenting user needs through interviews, surveys, feedback channels, support trends, and direct observation of IAM experiences.
Mapping current and future user journeys for common IAM activities, identifying friction points, handoffs, content gaps, and opportunities for simplification.
Translating customer, business, security, and operational needs into clear user stories, use cases, functional requirements, acceptance criteria, and prioritized backlog items.
Supporting the design, development, testing, launch, and continuous improvement of a persona-based IAM portal that provides a consistent entry point to self-service, guidance, tools, and support.
Creating and maintaining clear user guides, FAQs, knowledge articles, process instructions, onboarding materials, communications, and other self-service content.
Partnering with IAM product leads, engineering teams, operations, application teams, and other stakeholders to align portal content and user experiences with supported capabilities and product roadmaps.
Helping define navigation, information architecture, content standards, and experience patterns that create a consistent end-to-end experience across IAM offerings.
Coordinating usability testing, pilot activities, and feedback reviews, then documenting findings and recommending practical experience improvements.
Supporting customer education, demonstrations, office hours, and adoption activities for IAM services and new self-service capabilities.
Tracking adoption, portal usage, customer feedback, self-service effectiveness, and other defined experience measures, and preparing concise insights for team leaders and stakeholders.
Identifying recurring user issues and process gaps, recommending automation or self-service opportunities, and helping validate whether implemented changes improve the experience.
Ensuring portal content, user guidance, and enablement materials follow applicable accessibility, security, privacy, compliance, and documentation standards.
Maintaining organized work items, decisions, requirements, dependencies, risks, and status updates for assigned enablement and portal initiatives.
Contributing to a culture of customer focus, collaboration, experimentation, accountability, and continuous improvement.
Qualifications
Required Qualifications
Bachelor's degree with relevant professional experience, or an equivalent combination of education and experience.
Experience in business analysis, user experience, product support, customer enablement, digital experience, process improvement, information security, or a related technology discipline.
Experience gathering requirements and translating user or business needs into clear documentation, user stories, process flows, or actionable work items.
Experience creating user-facing documentation, knowledge content, communications, training materials, or self-service guidance.
Strong written and verbal communication skills, with the ability to explain technical concepts in clear, customer-friendly language.
Strong analytical, organizational, and problem-solving skills, with attention to detail and the ability to manage multiple priorities.
Demonstrated ability to collaborate across product, engineering, operations, support, security, and business teams.
Customer-centered mindset with an interest in simplifying complex processes and improving how people interact with technology.
Ability to use feedback and data to identify patterns, recommend improvements, and measure results.
Preferred Qualifications
Familiarity with IAM concepts such as Identity Governance and Administration, Role Based Access Control, MFA, SSO and Federation, Privileged Access Management, access certifications, or identity lifecycle management.
Experience contributing to a portal, intranet, knowledge base, digital product, or self-service experience.
Experience with user research, journey mapping, personas, usability testing, information architecture, service design, or content design.
Experience working with Agile product teams and tools used for backlogs, requirements, prototyping, collaboration, analytics, or content management.
Experience supporting adoption, office hours, demonstrations, training, or change communications.
Familiarity with accessibility, regulated environments, risk management, or technology compliance expectations.
Additional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
