Role Scope
Primary focus: SailPoint / itAccess IGA operational support, including advanced L3 troubleshooting, service restoration, root-cause analysis, and guidance to lower support tiers.
Desirable adjacent capability: operational knowledge of PAM, enterprise directories, and Ping platforms, enabling effective triage, collaboration, and support across connected IAM services.
Executive Care support: provide direct L3 support for executive administrative scenarios where identity or access issues require high-touch, timely, and well-coordinated response.
Operational model: support horizontal operations while preserving deep SailPoint expertise and clear escalation paths to Engineering, Architecture, Service Management, and adjacent platform owners.
Development boundary: scripting, BeanShell, and Java understanding are preferred for troubleshooting and configuration analysis, but this is not intended to be a full developer role.
Key Responsibilities
SailPoint / Identity Governance Operations
Provide advanced Level 3 operational support for SailPoint / itAccess services.
Investigate, troubleshoot, and resolve access provisioning, identity lifecycle, certification, entitlement, role, workflow, policy, and data-quality related issues.
Support complex incidents and problem records related to SailPoint IdentityIQ and associated IAM processes.
Provide technical and operational guidance to Tier 2 Operations Analysts during incident management, problem management, change management, and operational escalations.
Support access reviews, application onboarding / offboarding, identity lifecycle events, access provisioning, role management, rules, reports, password management, and operational tasks.
Partner with IAM Engineering on platform defects, recurring issues, configuration issues, integration gaps, foundational connector concerns, and root-cause elimination.
Adjacent IAM Capabilities (Nice to Have)
Apply prior experience with PAM platforms and privileged-account processes to support triage, cross-platform troubleshooting, and effective escalation where SailPoint and privileged access intersect.
Use knowledge of enterprise directory services such as Active Directory, LDAP-based directories, or cloud directories to investigate identity, account, group, synchronization, and provisioning issues.
Leverage familiarity with Ping identity platforms, including authentication, federation, and single sign-on concepts, when resolving connected IAM incidents.
Partner with relevant platform owners and engineering teams to resolve issues that span SailPoint and adjacent IAM services.
Contribute to common operational practices, shared identity data quality, and reduced duplication across IAM platforms.
Executive Care and Customer-Facing Support
Provide direct L3 support for executive administrative teams when identity, access, or privileged access issues require high-touch resolution.
Coordinate timely updates, escalation paths, and service restoration steps for executive-care scenarios while maintaining appropriate operational controls.
Translate complex IAM / PAM issues into clear, business-friendly language for executive admins, service managers, business partners, and support teams.
Use executive-care insights to identify recurring pain points, process gaps, documentation needs, and automation opportunities.,
Unified Onboarding and Governance
Support a coverage model based on “onboard once, govern everywhere,” using shared identity, application, entitlement, ownership, and privileged-access data across IGA and PAM.
Work with application owners, service managers, onboarding teams, data-quality resources, and platform owners to reduce separate onboarding asks and duplicate data grabs from customers.
Help identify where PAM and IGA overlap from a support perspective, including data model alignment, ownership validation, entitlement mapping, privileged flagging, and foundational connector or integration needs.
Use support patterns and ticket data to feed continuous improvement across IGA and PAM operational processes.
Incident, Problem, Change, and Service Management
Manage incidents, service requests, problem records, and escalations through ServiceNow or similar workflow platforms.
Lead or support root cause analysis for recurring or high-impact IAM / PAM issues.
Participate in operational readiness, testing, validation, and change execution for IAM-related platform changes.
Support off-hours or weekend changes when required for planned production activities.
Ensure clear, timely, and business-friendly communication during incidents and escalations.
Operational Excellence and Continuous Improvement
Maintain and improve operational documentation, SOPs, runbooks, knowledge articles, and support procedures.
Identify recurring issue patterns and drive corrective actions to reduce ticket volume and improve service quality.
Support operational metrics, KPIs, service reviews, health checks, and performance management.
Contribute to automation, self-healing, workflow improvements, and process simplification.
Help mature IAM Operations from reactive ticket resolution toward proactive service ownership and demand reduction.
Job Qualifications
Required Experience
Strong experience in enterprise IT operations, IAM operations, cybersecurity support, or similar technical support environment.
Strong hands-on experience supporting SailPoint IdentityIQ, SailPoint Identity Security Cloud, or similar enterprise technologies.
Strong understanding of IAM concepts, including identity lifecycle, access provisioning, access reviews, entitlements, roles, workflows, policy violations, and ownership models.
Experience with ITIL-based incident, problem, change, and escalation management.
Experience using ServiceNow or similar ticketing / workflow management platforms.
Strong troubleshooting, analytical, and problem-solving skills.
Ability to coordinate effectively across Service Desk, Operations, Engineering, service managers, vendors, and business stakeholders.
Strong customer service orientation and ability to communicate clearly with technical and non-technical audiences.
Preferred Experience
Experience with PAM platforms such as CyberArk, Delinea / Centrify, BeyondTrust, or similar.
Experience supporting enterprise directory services such as Active Directory, LDAP-based directories, Entra ID, or similar.
Familiarity with Ping identity platforms and related authentication, federation, and single sign-on concepts.
Experience with SailPoint IdentityIQ areas such as application onboarding / offboarding, certifications, tasks, reports, lifecycle events, workflows, rules, roles, access provisioning, and password management.
Ability to read, understand, or troubleshoot Java / BeanShell scripts and SailPoint-related configuration; hands-on development is helpful but not required for this role.
Familiarity with connectors such as SAP, SAP Java, Oracle, Active Directory, Enterprise Directory, or similar.
Familiarity with identity data models, entitlement mapping, application ownership, privileged account discovery, and governance metadata.
Familiarity with cloud environments such as Azure, AWS, or GCP.
Experience with server, database, Linux, Windows Server, or middleware operations.
Scripting, automation, dashboarding, or data analysis capability.
Experience using AI-enabled service-management, operations, or productivity tools to support incident resolution, knowledge management, analytics, scripting, process improvement, and identification of automation or demand-reduction opportunities.
ITIL Foundation, SailPoint certification, PAM certification, cloud certification, or CISSP / cybersecurity certification preferred.
We offer
P&G-sized projects and access to world leading IT partners and technologies from Day 1.
Wide range of self-development possibilities (training and certifications paths).
Competitive starting salary and benefits program (private health care, P&G stock, saving plans, sport cards).
Regular salary increases and possible promotions - in line with your results and performance.
Opportunity to change role every few years to be in the best place for you and best for P&G.
At Procter & Gamble we embrace a hybrid work model that combines the flexibility of remote work with the collaborative benefits of in-office engagement. Employees can enjoy the option to work from home two days a week while also spending time in the office to foster teamwork and enhance communication.
Watch this video to learn more about our full recruiting process: https://www.youtube.com/watch?v=0bicvbpy0gI
Kindly be advised that at P&G, employment is exclusively extended on the basis of an "Umowa o Pracę" (Full-time Employment Contract). Apply only if you agree to these conditions.
About us
We produce globally recognized brands and we grow the best business leaders in the industry. With a portfolio of trusted brands as diverse as ours, it is paramount our leaders can lead with courage the vast array of brands, categories and functions. We serve consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ariel®, Gillette®, Head & Shoulders®, Herbal Essences®, Oral-B®, Pampers®, Pantene®, Tampax® and more. Our community includes operations in approximately 70 countries worldwide.
Visit http://www.pg.com to know more.
We are an equal opportunity employer and value diversity at our company. We do not discriminate against individuals on the basis of race, color, gender, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, HIV/AIDS status, or any other legally protected factor.
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