About the roleWe are seeking an ICAM Operational Support Specialist to provide customer-facing Tier 2 and Tier 3 support on a federal Identity, Credential, and Access Management (ICAM) contract. This role resolves escalated identity and access issues across a SailPoint, Microsoft Entra ID, and GitHub environment, working directly with end users, application owners, and government stakeholders. The ideal candidate has hands-on identity and access management experience, is comfortable owning an issue through to resolution, and communicates clearly with both technical and non-technical stakeholders in a fast-paced government contracting environment.
What you'll do- Serve as the primary point of contact for Tier 2 and Tier 3 identity, credential, and access issues escalated from Tier 1 helpdesk, resolving them directly with end users and application teams.
- Investigate and resolve access provisioning, deprovisioning, and entitlement issues within SailPoint, including certification campaign errors, workflow failures, and connector or aggregation issues.
- Troubleshoot authentication, single sign-on, conditional access, and identity federation issues within Microsoft Entra ID, including MFA enrollment problems, sign-in failures, and conditional access policy conflicts.
- Log, track, and update all customer interactions and resolutions in ServiceNow maintaining accurate records for SLA reporting and audit purposes.
- Perform root cause analysis on recurring or complex incidents and coordinate with engineering, security, and platform teams to implement permanent fixes rather than repeated workarounds.
- Escalate systemic issues, policy gaps, or security concerns to program leadership and technical leads with clear, well-documented context.
- Support identity lifecycle events, including onboarding, transfers, role changes, and offboarding, ensuring access is granted and removed accurately and on schedule.
- Contribute to and maintain knowledge base articles, runbooks, and standard operating procedures to reduce resolution time on repeat issues.
- Communicate proactively and professionally with end users and government customers, setting clear expectations and following through until an issue is fully resolved.
- Participate in change management activities, testing, and validation for updates to SailPoint, Entra ID, or GitHub configurations that affect user access.
- Support metrics reporting on ticket volume, resolution time, and SLA compliance for program status reviews.
Qualifications- 3-5 years of experience in an operational support or service desk role within an identity, credential, and access management (ICAM) or IT security environment, including direct experience handling escalated (Tier 2/Tier 3) tickets.
- Working experience with Microsoft Entra ID (Azure AD), including user and group management, conditional access, MFA, and SSO/federation troubleshooting.
- Experience using a ticketing/ITSM system such as ServiceNow to manage, document, and resolve customer-reported issues against defined SLAs.
- Strong customer service orientation, with the ability to communicate technical concepts clearly to non-technical users and remain composed under pressure.
- Ability to obtain and maintain a federal government security clearance or suitability determination as required by the contract (Public Trust).
- U.S. citizenship is required
Preferred Qualifications- Experience supporting a federal government ICAM program or FISMA-regulated environment.
- Familiarity with identity governance frameworks such as NIST SP 800-63 (digital identity guidelines), FICAM, or Zero Trust identity principles.
- Scripting or automation experience (PowerShell, Python) to support repetitive access or reporting tasks.
The salary range for this role: $90,000 - $115,000.
