BeyondTrust ePM (L2 Operations SME)

Remote

Long term contract

- Security Tools Operations requires a hands-on BeyondTrust Endpoint Privilege Management contractor who will report into Operations and serve as the BeyondTrust ePM SME. The resource will provide L2 operational support and act as the primary technical escalation point for complex ePM incidents and policy issues. The contractor must be a self-starter with strong production support experience, deep knowledge of ePM policy management and Windows troubleshooting, and the ability to work independently while partnering with Engineering, Product, Service Desk, application teams, infrastructure teams, and BeyondTrust Support.

The contractor will resolve complex operational issues, improve support processes, close documentation and knowledge gaps, publish practical runbooks or Knowledge Articles, and train other Operations team members on ePM policy administration and troubleshooting.

Responsibilities

- Act as the BeyondTrust ePM SME and L2 escalation point for complex BeyondTrust ePM incidents, requests, problems, and policy-related issues.

- Troubleshoot application elevation failures, blocked executables, policy delivery issues, agent or service health, endpoint inconsistencies, and interactions with other endpoint security controls.

- Analyze ePM events, policy results, workstyles, application groups, rules, logs, services, processes, and endpoint configurations to determine root cause and drive resolution.

- Administer, review, and troubleshoot ePM policies, privilege elevation controls, application control rules, messages,



and exception handling while maintaining least-privilege standards.

- Test and document policy changes, expected results, risks, approvals, rollback steps, and production validation through established change processes.

- Partner with Engineering and Product teams on defects, policy design, upgrades, releases, and transition of recent capabilities into Operations.

- Coordinate with Service Desk, endpoint management, identity, network, application, infrastructure, and vendor teams to resolve cross-technology issues and reduce reassignment delays.

- Own vendor escalations by providing problem details, business impact, reproduction steps, logs, test evidence, and validation results.

- Guide L1 and L2 team members during investigations and improve escalation quality, evidence collection, and troubleshooting consistency.

- Identify gaps in runbooks, SOPs, triage guides, escalation procedures, and Knowledge Articles; create, publish, and maintain the required documentation.

- Develop and deliver training on ePM policy management, incident troubleshooting, log analysis, known issues, and operational procedures.

- Use incident trends, SLA performance, MTTR, recurring exceptions, and problem records to recommend service, monitoring, automation, and process improvements.

- Provide concise status updates covering technical findings, business impact, risks, dependencies, actions, and resolution progress.

Core Competencies

- BeyondTrust ePM policy management

- Excellent troubleshooting skills

- Least-privilege policy knowledge

- Event and log analysis

- Application elevation and control rules

📌 BeyondTrust ePM (Canada)
🏢 Hays
📍 Canada