Senior Provisioning Analyst

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.

Position Overview & Impact

As a Senior Contributor within our Provisioning team, you will operate with high autonomy and serve as a Tier 2 Subject Matter Expert. You will take ownership of Tier 1 and Tier 2 incident resolutions, technical escalations, and multi-tenant systems management across a global scope.

In this role, you will collaborate daily on strategic and operational initiatives alongside Support, Sales Engineering, Customer Success (CSM), Renewals, and Product Engineering. Your work will directly align with organizational Vision, Methods, and Targets (VMTs) to drive customer retention and enterprise scalability.

Key Responsibilities

• Enterprise Deal & Org Provisioning: 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.
• Technical Org Management & Escalations: 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.
• Deprovisioning & Security Governance: 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.
• Reconciliation Reporting & Audit Analysis: Prepare, audit, and analyze mission-critical weekly and monthly revenue/license reconciliation reports. Proactively detect systemic data variances, perform root cause analyses, and present remediation findings to leadership.
• Cross-Functional Partner Enablement: Collaborate cross-functionally with Sales, Renewals, Customer Success, and Support teams to unblock provisioning stalls, clarify contract parameters, and deliver an exceptional customer experience.
• Process Innovation & Automation: Champion continuous improvement initiatives, identify automation opportunities in provisioning tooling, author standard operating procedures (SOPs), and optimize workflows for global operational scale.
• Okta Principles in Action: 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 continuous commitment to Move fast. Simplify. Repeat.

Qualifications & Requirements

• Enterprise Tooling & CRM Proficiency: Demonstrated hands-on experience with Salesforce CRM, enterprise provisioning admin consoles, identity management tools, and contract lifecycle workflows.
• Troubleshooting & Triage: Proven ability to independently troubleshoot complex Tier 1 and Tier 2 provisioning exceptions, tenant configurations, permission models, and account hierarchy mismatches.
• Data Reconciliation & Analytical Mindset: Strong quantitative background with proven experience conducting multi-tier data reconciliations, trend audits, and variance pattern diagnostics with high attention to detail.
• Cross-Functional Communication: Superior written and verbal executive communication skills with a demonstrated aptitude for navigating cross-departmental partner relationships and de-escalating customer-critical issues.
• Continuous Learning & Mentorship: Track record of active peer mentorship, knowledge transfer, workflow documentation, and commitment to continuous skill enhancement and career development.

Core Competencies & Leadership Behaviours

• Build Inclusive & High-Performing Teams: Actively participate in collaborative forums, solicit diverse viewpoints, communicate transparently with colleagues, and align team efforts to operational goals.
• Self-Awareness & Values-Driven Mindset: Treat all partners with integrity, respect, and professionalism. Actively pursue continuous learning, welcome constructive feedback, and adapt positively to change.
• Talent Development & Knowledge Sharing: Partner proactively with management on Individual Development Plans (IDPs), share technical expertise openly, and serve as an informal mentor to onboard and upskill junior analysts.
• Drive Results & Operational Excellence: Demonstrate relentless accountability to achieve KPIs and team targets, applying deep operational systems knowledge to deliver consistent, dependable outcomes.
• Strategic Problem Solving & Agility: Approach complex ambiguities with an analytical, solution-oriented perspective. Formulate structured hypotheses, test assumptions, and drive scalable resolutions.

Key Performance Benchmarks (KPIs)

• SLA Turnaround Adherence: Target: ≥ 90.0% execution of Tier 2 enterprise deal provisioning and customer change requests within SLA.
• Quality & Governance Accuracy: Target: ≥ 99.5% accuracy across Salesforce org linkages, contract associations, and account deprovisioning workflows.
• Reconciliation Reporting Punctuality: Target: 100% on-time completion of recurring weekly and monthly enterprise license reconciliation audits.
• Mentorship & Culture Contribution: Target: Consistently exceeds expectations through peer coaching, process enablement, and team involvement.

What We're Looking For

• Bachelor’s degree preferred or commensurate job experience
• Minimum 3+ years of relevant experience
• Customer service oriented
• Solid understanding of provisioning/software licensing, including upstream/downstream activity
• Ability to take initiative, work flexibly, and adhere to priorities with minimal direct supervision
• Meticulous and detail oriented
• Must be able to handle multiple tasks and meet deadlines
• Must be able to adapt to new technologies, processes, product changes / updates to workflow.

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