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Okta is seeking a Senior Provisioning Analyst to drive end-to-end execution, governance, and Tier 2 escalation management across complex customer provisioning environments. This is a high-impact individual contributor role focused on operational excellence and customer success at enterprise scale.
In this position, you will operate with high autonomy as a Tier 2 Subject Matter Expert, taking ownership of Tier 1 and Tier 2 incident resolutions, technical escalations, and multi-tenant systems management across a global scope. You will collaborate daily with Support, Sales Engineering, Customer Success, Renewals, and Product Engineering teams to drive customer retention and enterprise scalability.
Key responsibilities include:
- Leading end-to-end execution of complex Tier 2 customer provisioning cases, managing manual provisioning and deprovisioning for high-value customers while maintaining ≥90% SLA adherence
- Resolving complex technical requests including org migrations, Salesforce account re-associations, and custom identity tenant linkages
- Executing rigorous deprovisioning and decommission workflows while upholding SOC 2 compliance, data privacy regulations, and security guidelines
- Preparing, auditing, and analyzing mission-critical weekly and monthly revenue/license reconciliation reports; detecting systemic data variances and performing root cause analyses
- Collaborating cross-functionally to unblock provisioning stalls and deliver exceptional customer experience
- Championing continuous improvement initiatives, identifying automation opportunities, authoring SOPs, and optimizing workflows for global scale
- Mentoring team members and establishing world-class operational excellence
Performance targets include ≥90% SLA turnaround adherence, ≥99.5% accuracy across Salesforce org linkages and account workflows, 100% on-time completion of recurring reconciliation audits, and consistent peer coaching and process enablement.
REQUIREMENTS:
- Bachelor's degree preferred or commensurate job experience
- Minimum 3+ years of relevant provisioning, operations, or customer-facing technical experience
- Demonstrated hands-on experience with Salesforce CRM, enterprise provisioning admin consoles, identity management tools, and contract lifecycle workflows
- Proven ability to independently troubleshoot complex Tier 1 and Tier 2 provisioning exceptions, tenant configurations, permission models, and account hierarchy mismatches
- Strong quantitative background with proven experience conducting multi-tier data reconciliations, trend audits, and variance pattern diagnostics
- Superior written and verbal executive communication skills with aptitude for navigating cross-departmental relationships and de-escalating customer-critical issues
- Track record of active peer mentorship, knowledge transfer, and workflow documentation
- Customer service oriented with ability to take initiative and work flexibly with minimal direct supervision
- Meticulous and detail-oriented; able to handle multiple tasks and meet deadlines
- Ability to adapt to new technologies, processes, and product changes
