Administrator - IT Product Support

Company:

Marsh

Description:

Role Summary

This role is responsible for supporting and administering Customer Identity and Access Management (CIAM) services on the Okta platform. The position covers operational support, user and access administration, application onboarding, policy management, issue resolution, reporting, and documentation. The role works closely with application owners, TPMs, and support teams to deliver secure, reliable, and efficient identity services for business applications.

Key Responsibilities

Operational Support and Incident Management

• Monitor ServiceNow queues, incidents, change orders, and support emails on a regular basis.
• Review and respond to Sev 1, Sev 2, and Sev 3 tickets within agreed service levels.
• Investigate and resolve access-related and application-related issues raised by users and application teams.
• Support urgent business requests, including testing-related access requirements, where applicable.

User and Access Administration

• Manage Okta group mapping for existing applications, including assignment and removal of groups.
• Assign Okta groups to users based on approved access requests.
• Create external user accounts for applications in line with approved business requests.
• Update primary email addresses for external users when required.
• Reset passwords for external users and perform MFA resets as needed.
• Create Okta groups to support application onboarding and access requirements.

Application Onboarding and Configuration

• Support onboarding of new applications in Okta, including SAML, OIDC, and service applications.
• Implement approved configuration changes for existing applications.
• Partner with application owners and TPMs to understand onboarding requirements, identity provider setup, and authentication needs.

Policy and Identity Administration

• Create and manage authentication and access policies for applications.
• Manage password, MFA enrollment, and global session policies across the Okta environment.
• Create and maintain Identity Providers in Okta.
• Manage authorization servers, including scopes, claims, and access policies.

Platform Administration and Continuous Improvement

• Manage Okta branding elements, including themes, hosted pages, and custom email templates.
• Create and maintain Okta automations and workflows.
• Monitor new Okta feature releases and assess their impact on applications and services.
• Contribute to the continuous improvement of CIAM processes and platform capabilities.

Reporting and Documentation

• Provide standard and custom Okta reports to application owners on request.
• Maintain process documents, standard operating procedures, and support documentation in Wiki and Confluence.
• Keep operational and knowledge documents current to support effective service delivery.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field, with 1–4 years of relevant professional experience.
• Good understanding of Okta CIAM capabilities and platform administration.
• Experience in user lifecycle management, access management, and group-based access control.
• Knowledge of SAML, OIDC, Identity Providers, and authentication mechanisms.
• Experience managing authentication, access, password, MFA, and session policies.
• Strong understanding of IAM concepts and secure access management, with good problem-solving skills.
• Knowledge of delegated authentication concepts.
• Foundational knowledge of related platforms/tools such as Active Directory (AD), Workday, and CyberArk.
• Familiarity with Okta workflows, branding, and authorization server configuration.
• Experience with ServiceNow is preferred.
• Strong troubleshooting, analytical, and incident management skills.
• Good communication, documentation, and stakeholder management skills.
• Ability to work collaboratively with application owners, TPMs, and support teams.

Key Attributes

• Strong attention to detail and operational discipline.
• Ability to manage priorities effectively in a fast-paced environment.
• Service-oriented mindset with a focus on quality and timely resolution.
• Commitment to process compliance, documentation, and continuous improvement.

Role Details

• Business / Function: MMC Technology / Application Management Services (AMS)
• Segment: Customer Identity Access Management
• Location: Noida/Gurugram, India (Hybrid), with Rotational night shifts

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.