Identity and Access Management Technician

hackajob is collaborating with Wise to connect them with exceptional professionals for this role. Company Description Wise is a global technology company, building the best way to move and manage the world's money. Min fees.

Max ease. Full speed.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.More about our mission and what we offer.

About the TeamThe Identity and Productivity Technical Support team is responsible for ensuring smooth and secure access transitions across Wise. We handle all aspects of managing access rights and are dedicated to providing seamless support to end-users; from onboarding new joiners to resolving application access issues. We work globally across Brazil, Estonia, and Singapore, collaborating closely with Engineering and other UT teams.

Job Description Job PurposeAs a UT Technician L2 on the team, you will be a self-directed, established team member who delivers reliably across both tickets and projects, from regional to global scope. You are expected to take ownership of medium-sized initiatives, and have an impact on UT by helping deliver UT-wide projects. You will also play a key role in training and mentoring other technicians, maintaining documentation standards, and driving process improvements across our identity and access management domain.Key Responsibilities: Access Management & Complex Issue ResolutionHandle support tickets in our Jira queue, including access requests, manual provisioning, and access troubleshooting, with the ability to independently resolve complex and non-routine issuesAct as the go-to resource for IAM issue resolution across platforms such as Okta, SailPoint, Google Workspace, and other integrated services, including investigating root causes and implementing workarounds for niche or undocumented issuesTackle "outside the box" problems that go beyond standard troubleshooting steps researching, collaborating with other UT teams or Engineering, and documenting findings for future reference Projects & Process ImprovementInitiate and deliver on projects from a regional to global level, including process improvement initiatives (e.g., streamlining provisioning workflows, automating manual access steps, optimising onboarding/offboarding processes)Identify inefficiencies in existing processes and develop solutions to streamline them, including creating new workflows or automating repetitive stepsKeep track of and deliver on goals and projects beyond BAU ticket work, ensuring impact on the wider UT functionDocumentation & Knowledge SharingHelp maintain UT documentation and regularly update internal wikis, ensuring accuracy and completeness of runbooks, access guides, and knowledge base articlesLead knowledge base development efforts, creating comprehensive articles for complex procedures, known issues, and best practices that empower both end-users and techniciansCollaboration & CommunicationBuild productive relationships with Engineering, other UT teams, and cross-functional stakeholders to resolve mutual problemsCommunicate effectively with end-users, providing clear guidance and timely updates via Jira, Slack, and other channelsActively participate in incident response, assisting with diagnosis, communication, and resolution of IAM-related incidentsEngage directly with vendors for escalated support, product inquiries, or service coordination when neededConvey straightforward information and advice to diverse audiences across the organisation Qualifications What We're Looking ForMust Have2-3 years of experience in IT support, identity and access management, or a related technical support roleComprehensive understanding of IAM concepts: provisioning, deprovisioning, access reviews, least-privilege principles, and access lifecycle managementProficiency with IAM tools such as SailPoint (Identity Security Cloud) and Okta, including configuration and troubleshootingExperience with Google Workspace administration and toolingStrong troubleshooting and problem-solving skills, with the ability to independently resolve complex and non-routine issuesExperience working with ticketing systems (Jira Service Management or similar) and ability to manage both queue work and project work simultaneouslyClear and effective written and verbal communication, with the ability to convey technical information to diverse audiencesProven ability to work collaboratively as part of a globally distributed teamCustomer-first mindset, you genuinely enjoy helping people and take pride in the quality of your workGives and receives feedback constructively, with a growth mindset Nice to HaveExperience mentoring or training team membersHands-on experience with automation tooling (e.g., Workato, scripting for provisioning workflows)Familiarity with Atlassian administration (Jira, Confluence)Understanding of ITIL fundamentalsRelevant certifications: ITIL Foundation, Okta Certified Professional, SailPoint Identity Security, Atlassian certificationsExposure to access governance, compliance, or audit processes Additional Information For everyone, everywhere.

We're people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.If you want to find out more about what it's like to work at Wise visit Wise.Jobs.Keep up to date with life at Wise by following us on LinkedIn and Instagram.