Technical Application Analyst - Identity & Access Management (IAM)
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Technical Application Analyst
Application
COOL Compliance
Overview
We are seeking a hands-on Technical Application Analyst to support COOL Compliance, a highly integrated access management application within a complex enterprise environment. This role is responsible for deep technical troubleshooting, root cause analysis, and stabilization of production issues across application workflows, integrations, and data flows. The ideal candidate can independently diagnose complex issues, implement configuration or data-level fixes where appropriate, and partner effectively with engineering for resolution of more advanced defects. This role will also contribute to improving operational maturity by documenting troubleshooting approaches and sharing practical technical knowledge with the broader support team.
Responsibilities
Application Support & Troubleshooting
Serve as a primary resource for technical triage and resolution of production issues
Independently diagnose complex problems by analyzing application logs, data flows, integrations, and system behavior
Trace issues across APIs, workflows, identity systems, and dependent platforms to identify root causes
Implement resolutions where appropriate (e.g., configuration updates, data fixes, query-based corrections) or escalate with clear, engineering-ready problem statements
Integration & Data Flow Analysis
Analyze and troubleshoot issues across integrated systems and interfaces
Identify failure points in API calls, provisioning workflows, and data dependencies
Validate and monitor system interactions to ensure reliable end-to-end processing
Configuration & Continuous Improvement
Perform application configuration updates and support minor enhancements
Identify recurring issues and recommend automation or process improvements to prevent reoccurrence
Support release and change activities to ensure smooth deployment and minimal disruption
Testing & Validation
Validate fixes and enhancements through targeted testing and UAT coordination
Ensure changes meet both functional expectations and compliance requirements
Operational Excellence & Knowledge Sharing
Develop and maintain troubleshooting runbooks, diagnostic guides, and SOPs
Document common issue patterns and effective resolution approaches
Share practical troubleshooting techniques to help improve overall team capability
Stakeholder Communication
Provide clear, concise updates on issue status, root cause, and resolution timelines
Translate technical findings into business-relevant impacts and risks
Requirements
Experience
3+ years in application support, technical analyst, or systems support roles supporting business-critical applications
Demonstrated experience troubleshooting integrated applications in a production environment
Technical Skills
Strong experience with:
Log analysis and debugging
Analyzing system behavior across multiple components
SQL for data analysis and issue resolution
Familiarity with:
APIs and integration troubleshooting
Basic scripting or automation (e.g., PowerShell, Python) preferred
Ability to diagnose issues without complete documentation and work through ambiguity
Access Management & Controls
Working knowledge of Identity and Access Management (IAM) concepts:
Authentication / Authorization
Role-based access (RBAC)
Provisioning workflows
Audit and compliance controls
Problem Solving & Execution
Proven ability to:
Break down complex issues into clear technical root causes
Balance multiple priorities in a fast-paced production environment
Reduce reliance on engineering through independent problem-solving
Process & Tools
Experience working within ITSM frameworks (Incident, Problem, Change)
Familiarity with tools such as ServiceNow, Jira, or similar platforms
Communication & Collaboration
Strong communication skills with the ability to:
Explain technical issues to non-technical stakeholders
Provide structured, actionable updates
Ability to partner effectively with engineering, security, and business teams
Application
COOL Compliance
Overview
We are seeking a hands-on Technical Application Analyst to support COOL Compliance, a highly integrated access management application within a complex enterprise environment. This role is responsible for deep technical troubleshooting, root cause analysis, and stabilization of production issues across application workflows, integrations, and data flows. The ideal candidate can independently diagnose complex issues, implement configuration or data-level fixes where appropriate, and partner effectively with engineering for resolution of more advanced defects. This role will also contribute to improving operational maturity by documenting troubleshooting approaches and sharing practical technical knowledge with the broader support team.
Responsibilities
Application Support & Troubleshooting
Serve as a primary resource for technical triage and resolution of production issues
Independently diagnose complex problems by analyzing application logs, data flows, integrations, and system behavior
Trace issues across APIs, workflows, identity systems, and dependent platforms to identify root causes
Implement resolutions where appropriate (e.g., configuration updates, data fixes, query-based corrections) or escalate with clear, engineering-ready problem statements
Integration & Data Flow Analysis
Analyze and troubleshoot issues across integrated systems and interfaces
Identify failure points in API calls, provisioning workflows, and data dependencies
Validate and monitor system interactions to ensure reliable end-to-end processing
Configuration & Continuous Improvement
Perform application configuration updates and support minor enhancements
Identify recurring issues and recommend automation or process improvements to prevent reoccurrence
Support release and change activities to ensure smooth deployment and minimal disruption
Testing & Validation
Validate fixes and enhancements through targeted testing and UAT coordination
Ensure changes meet both functional expectations and compliance requirements
Operational Excellence & Knowledge Sharing
Develop and maintain troubleshooting runbooks, diagnostic guides, and SOPs
Document common issue patterns and effective resolution approaches
Share practical troubleshooting techniques to help improve overall team capability
Stakeholder Communication
Provide clear, concise updates on issue status, root cause, and resolution timelines
Translate technical findings into business-relevant impacts and risks
Requirements
Experience
3+ years in application support, technical analyst, or systems support roles supporting business-critical applications
Demonstrated experience troubleshooting integrated applications in a production environment
Technical Skills
Strong experience with:
Log analysis and debugging
Analyzing system behavior across multiple components
SQL for data analysis and issue resolution
Familiarity with:
APIs and integration troubleshooting
Basic scripting or automation (e.g., PowerShell, Python) preferred
Ability to diagnose issues without complete documentation and work through ambiguity
Access Management & Controls
Working knowledge of Identity and Access Management (IAM) concepts:
Authentication / Authorization
Role-based access (RBAC)
Provisioning workflows
Audit and compliance controls
Problem Solving & Execution
Proven ability to:
Break down complex issues into clear technical root causes
Balance multiple priorities in a fast-paced production environment
Reduce reliance on engineering through independent problem-solving
Process & Tools
Experience working within ITSM frameworks (Incident, Problem, Change)
Familiarity with tools such as ServiceNow, Jira, or similar platforms
Communication & Collaboration
Strong communication skills with the ability to:
Explain technical issues to non-technical stakeholders
Provide structured, actionable updates
Ability to partner effectively with engineering, security, and business teams