IDAM Customer Identity & Access Management (CIAM) Analyst

POSITION SUMMARY

Zoetis, Inc. is the world's largest producer of medicine and vaccinations for pets and livestock.

Join us at Zoetis India Capability Center (ZICC) in Hyderabad, where innovation meets excellence. As part of the world's leading animal healthcare company, ZICC is at the forefront of driving transformative advancements and applying technology to solve the most complex problems. Our mission is to ensure sustainable growth and maintain a competitive edge for Zoetis globally by leveraging the exceptional talent in India.

At ZICC, you'll be part of a dynamic team that partners with colleagues worldwide, embodying the true spirit of One Zoetis. Together, we ensure seamless integration and collaboration, fostering an environment where your contributions can make a real impact. Be a part of our journey to pioneer innovation and drive the future of animal healthcare.

The ZICC Customer Identity & Access Management (CIAM) Analyst is responsible for supporting the design, implementation, and optimization of SAP Customer Data Cloud (SAP CDC) solutions. The CIAM Analyst focuses on analyzing business needs, documenting functional requirements, and collaborating across teams to meet organizational customer identity and authentication goals. This role involves working closely with stakeholders to evangelize SAP CDC capabilities, promote its adoption, coordinate testing and integration of B2B and B2C solutions, and maximize its value across the organization. The ideal candidate plays a critical role in ensuring seamless customer experiences, safeguarding sensitive data, and maintaining compliance with global security and privacy standards.

As part of the global IDAM team, this role assists with defining and enforcing policies, and enabling systems to ensure appropriate access management across Zoetis' digital ecosystem. The CIAM Analyst collaborates with global stakeholders to integrate mission-critical B2B and B2C systems and processes. 

POSITION RESPONSIBILITIES 
    Percent of Time
•    Collaborate with business stakeholders to gather, analyze, and document requirements for customer identity and access management (CIAM), consent management, and preference management processes.
•    Translate business requirements into functional specifications and workflows for SAP Customer Data Cloud (Gigya).
•    Analyze existing processes and identify opportunities for improvement using SAP CDC capabilities.
•    Configure and support SAP CDC functionality, including customer registration flows, consent forms, and preference management settings.
•    Act as the functional point of contact between business users and technical teams, ensuring alignment between requirements and solution delivery.
•    Work with stakeholders across departments to evangelize SAP CDC capabilities, drive awareness, and promote adoption of its features and functionalities.
•    Provide guidance to business teams on how to best leverage SAP CDC to enhance customer experiences, streamline operations, and ensure compliance with data privacy regulations.
•    Assist with the integration of SAP CDC with enterprise applications such as ERP, CRM, e-commerce platforms, and mobile applications.
•    Support the implementation of authentication and authorization protocols such as OpenID Connect and SAML to meet business and security requirements.
•    Ensure compliance with data privacy regulations (e.g., GDPR, CCPA) by supporting the configuration of consent management and data protection features in SAP CDC.
•    Conduct functional testing, validation, and UAT (User Acceptance Testing) to ensure solutions meet business needs.
•    Document functional workflows, use cases, and training materials for business users and stakeholders.
•    Provide ongoing support and troubleshooting for SAP CDC solutions, ensuring smooth operations and user satisfaction.
•    Stay informed about SAP CDC product updates, new features, and industry trends to recommend enhancements and best practices.    100%

ORGANIZATIONAL RELATIONSHIPS

•    Reports to ZICC based IDAM Enablement & Integration Lead, with dotted line to US-based Head of CIAM
•    Engage in close interaction with the US-based IDAM/CIAM teams to ensure alignment with global strategies and initiatives.
•    Be part of the global Technology Risk Management organization, which reports to the Chief Information Security Officer (CISO).
•    Collaborate regularly with ZTD Infrastructure teams, including Platform Services, IT Service Desk & Site Services, Global Network Services, and Digital Workplace Services teams.
•    Interact with external vendors or partners providing software, services, or APIs that require integration with IDAM systems, including establishing requirements, negotiating contracts, and facilitating technical integration.
•    Collaborate with implementation partners responsible for deploying, configuring, or maintaining integrated solutions within Zoetis’ IT landscape.

EDUCATION AND EXPERIENCE 
Education:
•    University Degree in Business Administration, Information Systems, or related field is required 
•    MS or advanced security/identity courses or other applicable certifications is desirable, including
o    SAP Certified Development Associate – SAP Customer Data Cloud 
o    Certified Information Systems Security Professional (CISSP) 
o    AWS/Azure Cloud Architect Certification 
Experience:
•    Minimum 4+ years of experience in Information Systems
•    4+ years of detailed, hands-on experience with CIAM, including authentication and authorization management
•    3+ years of experience in SAP CDC/Gigya architecture, design, and implementation.
•    2+ years of experience in the pharmaceutical or other regulated industry, especially Animal Health.
•    Experience working with global teams across multiple time zones.
•    Proven experience working on medium to large-scale, global IT projects.
•    Demonstrated ability to work within diverse technical teams.

TECHNICAL SKILLS REQUIREMENTS
This is a detailed-oriented, functional role, with aspects of project management and coordination. The ideal candidate will be proficient in the following areas:

•    Strong understanding of customer identity and access management (CIAM), consent management, and preference management principles.
•    Proven ability to analyze business requirements and translate them into functional specifications and solution designs.
•    Hands-on experience configuring SAP Customer Data Cloud (SAP CDC), including workflows, consent forms, and preference management.
•    Familiarity with authentication standards such as OpenID Connect and SAML.
•    Experience working with enterprise applications (ERP, CRM, e-commerce platforms) and integrating them with SAP CDC.
•    Knowledge of data privacy regulations such as GDPR and CCPA and their application to CIAM solutions.
•    Strong analytical and problem-solving skills, with the ability to identify and address business challenges.
•    Experience working with stakeholders to promote adoption and evangelize enterprise-wide solutions.
•    Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
•    Experience documenting functional workflows, use cases, and training materials.

Soft Skills & Communication:
•    Strong problem-solving, analytical, and communication skills.
•    Must be fluent in both written and spoken English, with the ability to communicate effectively across technical and non-technical audiences.

PHYSICAL POSITION REQUIREMENTS 

Availability to work between 1pm IST to 10pm IST hours (minimum 3 hours of daily overlap with US ET Time zone)