Responsibilities
- Lead ongoing enhancements to the Self-Service IAM Portal, focusing on intuitive, role-specific design to streamline access management for both end users and system administrators
- Act as the primary advocate for user needs within IAM, gathering and interpreting feedback to drive improvements in usability, reduce process friction, and increase overall service satisfaction
- Evaluate IAM workflows from initiation to completion, pinpointing opportunities to streamline procedures, refine instructional materials, and promote self-service usage
- Create and maintain clear, user-focused resources such as guides, code examples, FAQs, and support documentation to improve understanding and adoption of IAM tools
- Establish and monitor key adoption indicators across IAM services, building dashboards and reports that highlight usage patterns, self-service engagement, and improvement opportunities
- Collaborate with leads across IAM domains—including user lifecycle, privileged access, MFA/SSO/federation, RBAC, and access certifications—to understand technical capabilities and translate them into user-friendly experiences
- Bridge communication between technical IAM teams and non-technical stakeholders, ensuring IAM solutions are clearly explained and effectively adopted
- Design and deliver onboarding content and training programs to assist with new application integrations and help system owners confidently use IAM processes
- Recognize and report usability challenges, adoption obstacles, and user experience shortcomings to the Associate Director, Customer Innovation and Enablement
- Contribute to continuous service improvement by evaluating user feedback, adoption metrics, and support data to propose and execute targeted enhancements
Work Arrangement
Remote
