At a glance
- Experience
- 3+ years experience
- Workplace
- Hybrid
- Location
- Bengaluru
About the role
- Okta is seeking a Senior Provisioning Analyst to drive end-to-end execution, governance, and Tier 2 escalation management across complex customer provisioning.
- In this high-impact individual contributor role, you will champion operational integrity across multi-org customer environments, resolve critical provisioning bottlenecks, lead comprehensive reconciliation reporting, partner cross-functionally across global teams, and mentor team members to establish world-class operational excellence.
Responsibilities
- Lead end-to-end execution of complex Tier 2 customer provisioning cases, managing manual provisioning and deprovisioning alongside strategic high-value customer deprovisioning, validating contract structures, Salesforce opportunity associations, and multi-tenant org configurations while maintaining a >= 90% on-time SLA adherence.
- Resolve complex technical requests, including org migrations, Salesforce account re-associations, and custom identity tenant linkages, while seamlessly routing out-of-scope issues to specialized engineering tiers.
- Execute rigorous deprovisioning and decommission workflows for transitioning and exiting accounts, upholding data privacy regulations, SOC 2 compliance standards, and corporate security guidelines with zero security defects.
- Prepare, audit, and analyze mission-critical weekly and monthly revenue/license reconciliation reports, proactively detecting systemic data variances, performing root cause analyses, and presenting remediation findings to leadership.
- Collaborate cross-functionally with Sales, Renewals, Customer Success, and Support teams to unblock provisioning stalls, clarify contract parameters, and deliver an exceptional customer experience.
- Champion continuous improvement initiatives, identify automation opportunities in provisioning tooling, author standard operating procedures (SOPs), and optimize workflows for global operational scale.
- Embody core values by striving to raise your own bar in every deliverable, working to turn action into traction with measurable outcomes, learning to thrive in change across shifting priorities, and committing to move fast, simplify, repeat.
Requirements
- 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 with high attention to detail.
- Superior written and verbal executive communication skills with a demonstrated aptitude for navigating cross-departmental partner relationships and de-escalating customer-critical issues.
- Track record of active peer mentorship, knowledge transfer, workflow documentation, and commitment to continuous skill enhancement and career development.
- Minimum 3+ years of relevant experience.
- Solid understanding of provisioning/software licensing, including upstream/downstream activity.
- Ability to take initiative, work flexibly, and adhere to priorities with minimal direct supervision.
- Must be able to handle multiple tasks and meet deadlines.
- Must be able to adapt to new technologies, processes, product changes / updates to workflow.
Benefits
- Supporting Your Well-Being
- Driving Social Impact
- Developing Talent and Fostering Connection + Community
Workplace
- Hybrid workplace model
Skills
- Salesforce CRM
- Salesforce
