Manager, IAM Solutions and Operations

Department

OPS ITS - Identity and Access Management

About the Department

ITS collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services.   We provide secure, stable, and reliable infrastructure and applications to support the mission of the University.   We support and enable faculty research and teaching with the effective use of technology.   We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible.   We identify, manage, and mitigate the technology risks of the University.

Job Summary

The Identity and Access Management (IAM) Operations role is responsible for safeguarding organizational resources by developing and maintaining IAM policies, procedures, and systems. This position enhances the user experience by streamlining access protocols, resolving IAM issues promptly, and ensuring operational security across all IAM services. Leveraging expertise in business systems, process analysis, and application development, the role translates business needs into system requirements and drives improvements in applications, architectures, and infrastructures.

Responsibilities

• Recruits, directs, mentors, and assesses a diverse team of professional staff, including full-time employees, student workers, and interns.
• Continually adapts departmental strategies to respond to changing resource availability and evolving operational requirements.
• Proactively offers technical guidance and support to team members, fostering their professional growth and expertise.
• Coordinates team scheduling to guarantee adequate coverage, always enabling steady and reliable support for IAM functions.
• Develops and facilitates security awareness outreach programs to educate the organization on best practices, potential risks, and the importance of safeguarding identity and access.
• Supervises the creation and maintenance of user-friendly IAM training materials, including step-by-step instructional guides, video tutorials, FAQs, and comprehensive user manuals.
• Collects and analyzes feedback from end users to continuously refine IAM processes, resources, and the overall user experience.
• Serves as a primary liaison between the IAM team and divisional or departmental representatives to ensure that IAM solutions effectively meet the diverse needs of the campus community.
• Assists in communicating security procedures, policy changes, and emerging risks to both internal and external stakeholders, promoting awareness and compliance. 
• Develops, implements, and maintains robust IAM policies, procedures, and systems to safeguard organizational resources.
• Designs and manages end-user-facing IAM processes to enhance the overall user experience and streamline access protocols.
• Takes ownership of resolving IAM-related issues, ensuring these are addressed promptly and effectively to minimize disruptions.
• Maintains operational security across all IAM services and systems, including overseeing exception handling and accommodating unique access requests as needed.
• Recommends process improvements for existing applications issues as necessary. 
• Applies a comprehensive understanding of business systems and industry requirements to translate business and user needs into detailed system requirement specifications.
• Has a deep understanding of business process analyses, needs assessments, and preliminary cost/benefit analyses. Solves complex problems relating to computer equipment capacity, limitations, and operation time.
• Utilizes thorough understanding of business systems and industry requirements to translate business and user needs into system requirement specifications.
• Performs other related work as needed.

Minimum Qualifications

Education:

Minimum requirements include a college or university degree in related field.

Work Experience:

Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Education:

• Bachelor’s degree.

Experience:

• A minimum of five years of professional experience in information security, identity management, or IT operations.
• Managing teams or supervising staff.
• Proven expertise in deploying IAM technologies and maintaining secure, resilient infrastructure.
• Previous experience working in academic or educational institutions.

Preferred Competencies

• Familiarity with various IAM t