What is the opportunity?
As the Senior IAM Systems Support Analyst - Agentic AI, you will provide specialized L2 support and subject matter expertise for CyberArk Agentic AI, RBC's Identity Data Fabric and Security Data Hub platforms. This role bridges advanced IAM operations with emerging AI-driven access controls, serving as the primary technical authority for agent-based identity and privileged access scenarios.
You will own troubleshooting, operationalization, and continuous improvement of Agentic AI capabilities while mentoring junior support staff and collaborating closely with security architecture, development teams, and external CyberArk partners. This position is critical to ensuring secure, compliant, and efficient deployment of non-human identity and autonomous agent access governance across both platforms and the enterprise.
What will you do?
Deliver hands-on L2 support for complex CyberArk Agentic AI, Identity Data Fabric and Security Data Hub environment incidents, including agent provisioning failures, secret rotation issues, policy violations, and agent-to-system access problems including root cause analysis for multi-system integration failures and policy enforcement gaps.
Own incident resolution timelines and drive continuous improvement in MTTR for Agentic AI-related tickets.
Own and refine the Agentic AI support runbooks specific to CyberArk Agentic AI, Identity Data Fabric and Security Data Hub operations, documenting patterns, known issues, workarounds, and escalation paths.
Partner with vendor product and engineering teams to log, triage, and escalate bugs or feature gaps related to Agentic AI implementation across both platforms.
Drive deployments and change activities for Agentic AI features across CyberArk Agentic AI , Identity Data Fabric and Security Data Hub, including agent discovery, policy rules, access workflows, and audit/logging enhancements.
Coordinate testing, validation, and post-deployment monitoring of Agentic AI capabilities across both platforms to ensure interoperability and compliance.
Work with security architecture and development teams to align Agentic AI policies with Zero Trust and least privilege principles.
Support identity ingestion, correlation, and governance of identity, entitlement, and access telemetry within Identity Data Fabric.
Troubleshoot agent-based identity resolution and policy enforcement ensuring seamless data flow and policy enforcement between Identity Data Fabric and Security Data Hub.
Support security analytics pipelines and data collection relevant to Agentic AI activities within Security Data Hub.
Troubleshoot agent audit trails, event correlation, and anomalous behavior detection and provide insights on AI agent activity patterns to support threat detection and compliance monitoring.
Act as the internal subject matter expert for Agentic AI related IAM topics across both platforms, providing guidance on secure configuration, policy design, and compliance alignment.
Coach and mentor junior IAM support staff on Agentic AI concepts, troubleshooting methodologies, and secure usage patterns.
What do you need to succeed?
Must have
Proven IAM Experience: 5+ years in IAM support or operations, preferably with hands-on experience across CyberArk platforms (PVWA, PSM, CPM, PSM for DB, or equivalent) and a track record of resolving complex privileged access issues
Multi-Platform Troubleshooting: Advanced skills in diagnosing issues across integrated data and IAM platforms; experience troubleshooting multi-system interactions, log analysis, workflow tracing, and systematic root cause analysis
Authentication & Authorization Expertise: Solid grasp of OAuth, OIDC, SAML, RBAC, and policy frameworks, with the ability to apply these concepts to non-human and AI agent identities
API-Driven Integration & Telemetry Skills: Comfortable interpreting API-driven integrations, JSON payloads, REST calls, and audit trails to understand and diagnose agent-to-system behavior within complex security and identity environments
Security & Compliance Mindset: Operating experience in high-compliance, security-dominated environments with understanding of Zero Trust controls, least privileged access, and regulatory requirements
Exceptional Documentation & Communication: Demonstrated ability to write clear runbooks, RCA documentation, and explain complex technical concepts to both technical and non-technical audiences
Problem-Solving Under Pressure: Ability to lead complex troubleshooting in fast-paced environments while maintaining detailed documentation and clear escalation communication
Nice-to-have:
AI/Agentic AI Exposure: Prior exposure to AI systems, automation platforms, orchestration engines, or developer-adjacent tools (CI/CD, workflow engines)
Prompt Engineering & Agent Workflows: Familiarity with prompt engineering concepts or how AI agents chain tools, APIs, scripts and how identity governance controls that behavior
Scripting & Automation Skills: Hands-on experience with PowerShell, Python, or similar languages to build lightweight utilities for log parsing, test automation, or operational data gathering
SIEM/SOAR & Security Monitoring: Experience with security information and event management or SOAR tools, with understanding of how AI agent logs and events integrate with detection and response workflows
Identity Data & Analytics Platform Experience: Exposure to identity data platforms, data fabric architecture, analytics pipelines, or large-scale security data platform operations
Multi-Platform Support: Experience supporting interconnected security and identity platforms or complex cross-domain systems
Financial Services Background: Experience in highly regulated financial or security-critical industries with mature GRC and audit frameworks
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
Leaders who support your development through coaching and managing opportunities
Ability to make a difference and lasting impact.
Work in a dynamic, collaborative, progressive, and high-performing team
A world-class training program in financial services
Opportunities to do challenging work
#LI-POST
#TechPJ
Job Skills
Cyber Security Management, Decision Making, Group Problem Solving, Information Security Auditing, Information Security Management, Information Technology Security, IT Security Architecture, Platform Architecture
Additional Job Details
16 YORK ST:TORONTO
Toronto
Canada
37.5
Full time
TECHNOLOGY AND OPERATIONS
Regular
Salaried
2026-04-21
2026-06-30
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Our Employment Opportunities
At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.
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