Technology Operations Analyst - Access Management Managed Services

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The opportunity

Ernst & Young is seeking an intermediate-level Cyber Identity and Access Management (IAM) Analyst to support Cyber Managed Identity Services team.

In this role, you will help deliver managed IAM services across Identity Governance and Administration, IGA, Privileged Access Management, PAM, Multi-Factor Authentication, MFA, and Conditional Access. You will support day-to-day operations, investigate IAM issues, work with client and internal teams, and help maintain reliable, auditable identity services.

This is a client-facing managed services role suited for someone with hands-on IAM experience who is comfortable working through tickets, workflows, approvals, documentation, and service procedures.

This job posting relates to an existing vacancy within our organization.

Your role at a glance 

Key responsibilities

Working with our technical team and clients, the candidate will be responsible for:

Identity Governance and Administration (IGA)

• Support joiner, mover, and leaver processes, including workflow monitoring, retries, reprocessing, and coordination with application owners or fulfilment teams.
• Support access request workflows, entitlement catalog updates, reconciliation activities, and access certification campaigns.
• Investigate provisioning failures, connector issues, and entitlement discrepancies.
• Maintain operational records, audit evidence, and reporting for in-scope IGA services.

Privileged Access Management (PAM)

• Process privileged access requests, time-bound access, and approved emergency access activities.
• Support privileged account onboarding, decommissioning, ownership validation, credential rotation monitoring, and break-glass evidence collection.
• Monitor PAM platform health and investigate operational issues.
• Support inventory validation, audit requests, and documentation updates for PAM operations.

Multi-Factor Authentication and Conditional Access

• Support MFA enrolment issues, authentication failures, lockouts, approved bypasses, and exception expiry management.
• Implement and maintain approved Conditional Access changes, exclusions, report-only testing, enforcement validation, and tuning.
• Investigate access blocks and authentication issues within the service scope.
• Maintain auditable records for approved exceptions, policy changes, and operational evidence.

Client Service Operations

• Communicate IAM findings, service impacts, and status updates to clients and internal stakeholders.
• Participate in client calls, onboarding activities, service reviews, and governance meetings as required.
• Log, categorize, prioritize, and manage IAM incidents, requests, changes, and problems through agreed ITSM processes.
• Support handoffs, escalations, and service metric reporting.

Documentation and Continuous Improvement

• Contribute to SOPs, runbooks, playbooks, and knowledge articles.
• Support problem management, root cause analysis, and improvement activities for recurring IAM issues.
• Maintain service quality, evidence retention, compliance support, and audit artifacts.
• Work within documented approvals, client procedures, change controls, and service boundaries.

Skills and attributes for success

• Experience supporting IAM services in an enterprise, shared services, or managed services environment.
• Hands-on experience in two or more IAM areas, such as IGA, PAM, MFA, or Conditional Access.
• Working knowledge of identity lifecycle management, privileged access controls, authentication methods, access governance, and ticket-based service delivery.
• Experience with platforms or services such as Microsoft Entra ID, Conditional Access, MFA, PAM tools, or identity governance workflows.
• Ability to investigate operational issues and coordinate across technical, business, client, and vendor teams.
• Strong documentation skills, including the ability to maintain evidence, ticket notes, control records, and operational procedures.
• Strong written and verbal communication skills, with the ability to explain IAM issues clearly to technical and non-technical stakeholders.
• Experience working within approved procedures, change controls, approvals, and service level expectations.
• French language proficiency, including Quebec French, is an asset for client-facing engagements. 
  

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related discipline, or equivalent work experience.
• 3 or more years of experience in cybersecurity, IAM, identity operations, or a related field.
• Meaningful hands-on experience in at least two of the following areas:
  o IGA
  o PAM
  o MFA
  o Conditional Access
• Relevant certifications are an asset, such as:
  o Microsoft Certified: Identity and Access Administrator Associate
  o PAM, IGA, or IAM platform certifications
  o Security+, CISSP, or similar security or identity certifications
• This role is part of a 24/7 client monitoring team and requires flexibility to work a rotational schedule, including overnight and weekend coverage as needed.

What we offer

When you thrive, we thrive. The EY benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being: 

• $5,000 per year for mental health support benefits 
• Wellbeing benefit of $1,200/year
  

EY reports salary ranges in accordance with applicable provincial pay transparency legislation. Individual salaries within the anticipated salary ranges noted below are determined through a wide variety of factors including but not limited to internal equity, education, relevant experience, knowledge, and applicable skill sets.

• Dieppe , NB  $ 48,000 to $ 72.,000

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