Support and improve onboarding/hiring technical processes and services, ensuring timely provisioning, access
readiness, and a smooth new-joiner experience aligned to security and compliance standards.
Key Responsibilities
• Operate and support onboarding/hiring technical workflows, ensuring timely account and access
provisioning.
• Troubleshoot provisioning and access issues across identity, collaboration, and endpoint services.
• Coordinate with HR, IAM, Service Desk, and regional IT teams to meet onboarding SLAs and readiness
dates.
• Maintain and improve onboarding runbooks, request forms, knowledge articles, and automation.
• Ensure access is provisioned using least-privilege principles and compliant approval processes.
• Monitor onboarding queues and metrics; identify bottlenecks and implement continuous improvements.
• Support audits by ensuring traceability of requests, approvals, and access changes.
• Participate in change initiatives that improve onboarding tooling and user experience.
Required Qualifications / Skills
• Understanding of identity/access concepts and enterprise provisioning workflows.
• Strong troubleshooting and coordination skills across multiple teams and systems.
• ITSM process knowledge (Request Fulfillment, Access Management, Incident, Change).
• Clear communication and customer-focus; ability to manage time-sensitive onboarding deadlines.
• Ability to document processes and identify automation opportunities.
Preferred Qualifications
• Experience with IAM tools and directory services (conceptual understanding is acceptable if tool names
vary).
• PowerShell or similar scripting for automation and reporting.
• Experience operating in multi-country environments with varied holidays and time zones.
Experience
• 5+ years in IT operations, IAM support, or service delivery roles with provisioning responsibilities.
Working Model & Coverage (template)
• Region: Brazil
• On-call/after-hours: As required for major incidents and planned changes
• Collaboration: Works closely with Service Management, Security, Network, Identity, and Vendor partners