SailPoint Problem Manager | Pharma (100% Remote)

We are looking for a "**SailPoint Problem Manager"** to join our global Identity & Access Management team and support one of our international clients. In this role, you will take ownership of Problem Management activities for a highly customized SailPoint IdentityIQ environment, leading root cause investigations, resolving complex technical issues, and driving continuous improvements to enhance platform stability, reliability, and service quality across the organization. **TASKS & RESPONSIBILITIES 🚀:** • Own and drive Problem Management activities for the SailPoint IdentityIQ platform, ensuring timely identification and resolution of recurring issues. • Perform in-depth Root Cause Analysis (RCA) for complex incidents and implement sustainable corrective actions. • Investigate and resolve issues related to identity lifecycle processes, provisioning, workflows, certifications, roles, entitlements, and integrations. • Analyze application logs, database records, scheduled tasks, and system processes to identify root causes and performance bottlenecks. • Troubleshoot and optimize platform stability, performance, data quality, and operational reliability. • Collaborate with SailPoint L3 Support, application owners, infrastructure teams, and external vendors to resolve technical issues. • Support continuous improvement initiatives to reduce incident recurrence and improve service resilience. • Maintain technical documentation, knowledge articles, and operational procedures. • Contribute to change, release, and operational activities under the guidance of the System Lead. **SKILLS** [**🤹**](https://emojikeyboard.org/copy/Person_Juggling_Emoji_%F0%9F%A4%B9)**:** • Minimum 3 years of hands-on experience with SailPoint IdentityIQ, including version 8.4 or higher. • Strong experience administering, configuring, and troubleshooting SailPoint IdentityIQ in enterprise environments. • Solid understanding of Identity and Access Management (IAM) and Identity Governance & Administration (IGA) processes. • Proven experience performing Root Cause Analysis (RCA) and implementing permanent solutions for complex IAM issues. • Experience supporting highly customized SailPoint environments, including workflows, integrations, and custom Java components. • Strong expertise troubleshooting identity lifecycle processes (Joiner, Mover, Leaver), access requests, provisioning, certifications, and role management. • Good knowledge of Microsoft SQL Server and T-SQL for troubleshooting and data analysis. • Good understanding of Java, with the ability to read, understand, and troubleshoot existing customizations. • Experience investigating issues across application, database, integration, and infrastructure layers. • Experience collaborating with SailPoint L3 Support and coordinating technical resolution activities. • Strong analytical, problem-solving, and communication skills. • Fluency in English is required. **NICE TO HAVE:** • Experience working in large-scale enterprise or highly regulated environments. • Familiarity with Agile methodologies (Scrum, Kanban). • Knowledge of ITIL practices, particularly Problem Management and Continuous Service Improvement. • Experience contributing to change and release management activities. • Proactive mindset with strong ownership and organizational skills. • Ability to manage multiple priorities while collaborating with global stakeholders. **SCHEDULE 🕘**: - 08/09h -17/18h from Monday to Friday (flexible) - 100% remote position **CONDITIONS 🌱:** - Salary package based on your profile. We will discuss it on our first call. - Permanent Contract - Learning & Development - Friend Referral Program *Our goal is that you are well in every way!*