IAM Lead Support Engineer

DescriptionCan you help deliver user-focused identity and access support within the iTECS teamThe Identity and Access Management (IAM) support team is part of the IAM portfolio within iTECS. This portfolio is responsible for operating iTECS Identity and Access Management service which manages identity and access for all 22500 users on the SCOTS network as well as non-SCOTS users accessing Scottish Government owned applications. The IAM support team provides comprehensive support to all users of the IAM service. This includes end-user support application integration assistance and guidance on utilising the service effectively.As IAM Lead Support Engineer you will provide support to users servicing users requests raised via iFix troubleshooting issues for users and escalating complex or repeated issues to the IAM Lead Support Engineer. You will also have knowledge of not only the IAM service but also the SCOTS environment that it integrates with and the SCOTS user base that it serves.ResponsibilitiesProvide ownership for the day-to-day support management monitoring and reporting of the IAM service.Perform configuration and maintenance tasks to ensure continuous alignment with iTECS security and support policies.Lead the investigation resolution and documentation of incidents raised within iTECS service management platform iFix ensuring timely updates and communication with stakeholders during incident resolution.Identify trends in support requests faults and issues engaging Problem Management processes where required and contribute to the implementation of preventative measures.Assess changes and identify high-impact complex changes that require additional governance to mitigate risk.Lead the implementation of change management for routine and semi-routine tasks delegating tasks to team members and coordinating actions where appropriate.Take accountability for issues and proactively search for potential problems to achieve excellent user outcomes.Act as an escalation point for colleagues providing technical support via the iFix IAM support queue.Publish and maintain IAM platform configuration information within iFix the corporate Records Management System and the IAM service itself.Identify document and implement service improvements including iFix processes documentation in the corporate Records Management System and enhancements within the IAM service.Continuously refine knowledge of identity and access management-related technologies strategies and industry trend.ResponsibilitiesSuccess ProfileSuccess profiles are specific to each job and they include the mix of experience skills and behaviours candidates will be assessed on.Experience:Demonstrable experience managing and maintaining IAM systems in a complex multi-tenanted environment.Strong understanding of IAM components such as modern authentication protocols and user lifecycle management protocols and how they support organisational processes including Joiners Movers Leavers and access control.Proven ability to troubleshoot and resolve complex technical issues.Strong communication skills; communication with both technical and non-technical staff and stakeholders.Experience is assessed at sift along with a more in-depth assessment at interview.Technical Skills:This role is aligned to the Infrastructure Operations Engineer role within the IT Operations job family.You can find out more about the skills required here.These skills are assessed by technical assessment designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed plus the method of assessment.Behaviours:Seeing the Big Picture (Level 3)Changing and Improving (Level 3)You can find out more about Success Profiles Behaviours here.Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.How to applyApply online providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the four Experience criteria listed in the Success Profile above.Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitmentIf invited for further assessment this will consist of an interview and DDaT Technical assessment where the behaviours experiences and technical skills outlined in the Success Profile will be assessed.The sift is scheduled for w/c 17th November.Interviews and DDaT Technical assessments are scheduled for w/c 24th November however these may be subject to change.QualificationsAbout usThe Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including education health the economy justice housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.Our staff are part of the UK Civil Service working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland.We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.As part of the UK Civil Service we uphold the Civil Service Nationality Rules.Working patternOur standard hours are 35 hours per week we offer flexible working including full-time part-time flexitime and compressed hours depending on the needs of the role.From October 2025 the Scottish Government will require staff in hybrid-compatible roles to work in-person 40% of the time either in an office or other agreed work location.If you have specific questions about the role you are applying for please contact Security checksSuccessful candidates must complete the Baseline Personnel Security Standard (BPSS) before they can be appointed. BPSS is comprised of four main pre-employment checks Identity Right to work Employment History and a Criminal Record check (unspent convictions).You can find out more about BPSS on the UK Government website or read about the different levels of security checks in our Candidate Guide.DDaT Pay SupplementThis post is part of the Scottish Government Digital Data and Technology (DDAT) profession as a member of the profession you will join the professional development system. This post currently attracts a 5000.00 annual DDAT pay supplement applicable after a 3-month competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are reviewed regularly and there is one currently underway. Changes will be communicated when the review is concluded.Equality StatementWe are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.Further informationFind out more about our organisation what we offer staff members and how to apply on our Careers Website.Read our Candidate Guide for further information on our recruitment and application processes.Apply Before: 16th November 2025 (23:59) - This role is open to internal candidates and Common Citizenship organisations only. Key Skills Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting Employment Type : Full-Time Experience: years Vacancy: 1