Managed Services Engineer - Enterprise Access Management

Ready to join a team that’s all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here

We are seeking a Managed Services Engineer to join our team for this hybrid opportunity based out of our Waltham, MA office.

The Enterprise Access Management Managed Services Engineer is responsible for supporting the implementation and leading the ongoing administration of Imprivata’s product platform, cloud-hosted or installed on-premises at customer sites. This role requires this individual to perform complex technical analysis, workflow analysis, implementation planning, hands-on technical configuration, as well as providing ongoing project planning, communications, and consultative guidance to the customer such as ensures maximal value delivery and return on investment (ROI) to the customer.

This position will be called upon to provide overall technical leadership and deep subject matter expertise, assist with the training of new team members, create and pilot new services offerings, and lead large, complex strategic customer engagements.

• Perform remote and onsite solution assessments, including annual clinical walkthroughs, and provide strategic recommendations that maximize customer value while clearly communicating technical information in customer-friendly terms.
• Build lasting relationships with key customer owners and executive, clinical, and partner stakeholders.
• Own the customer lifecycle and ongoing health of the Imprivata environment across implementation, adoption, expansion, and support.
• Provide hands-on configuration, deployment, testing, and maintenance for managed-service environments.
• Act as a solutions expert for the Imprivata product line and its integrations with technologies such as Active Directory, VDI, and EMR platforms.
• Create and maintain customer, project, and best-practice documentation; contribute to process improvements and technical collateral.
• Lead recurring customer meetings, communicate service status and recommendations, and support roadmap planning.
• Monitor system health, certificates, audit records, metrics, and trends in customer environments.
• Own support cases, troubleshooting, technical escalations, and timely issue resolution.
• Deliver technical training and enablement for internal teams, customers, and channel partners; support workshops, demos, pilots, and new service offerings as assigned.
• Ensure proactive coverage and clear technical handoffs during planned absences, travel, or urgent customer needs.
• Lead onsite meetings or assessments as needed.
• Other duties as assigned and required.

• Bachelor’s degree in computer science, engineering, business, or a related field preferred.
• 5+ years of software-industry experience implementing enterprise software packages or custom systems.
• 3+ years of experience implementing or administering Imprivata products in a healthcare setting;
  Imprivata certification preferred.
• Strong proficiency in Microsoft Windows Server, Active Directory, LDAP, Group Policy, and domain architecture and integration design.
• Experience with mobile devices, mobile device management (MDM) solutions, and Imprivata Mobile Access Management preferred.
• Experience with IAM products.
• Experience with…