Zscaler Support Administrator

Posting number: 20260723A-ITS87

Department: MBTA - Information Technology Dept

Division: 031-ITD

Job classification: NEW JOB DESCRIPTION PLACEHOLDER

Posting type: Open/External Only

Categories: IT and Computers

Summary

The Security Application Support (Zscaler Support Administrator) role ensures the secure implementation, configuration, and ongoing operational health of the MBTA’s Secure Access Service Edge (SASE) environment and integrated security platforms. This position provides technical expertise across cloud security services, user access technologies, and threat prevention capabilities to protect MBTA systems, data, and users. The role supports both project-based initiatives and day-to-day operations, partnering closely with security engineering, infrastructure, and application teams to maintain resilient, compliant, and Zero Trust aligned security controls.

The scope of this role includes initial configuration, deployment, administration, monitoring, and continuous improvement of SASE components; integration with Microsoft cloud and endpoint protection technologies; troubleshooting of user and system issues; policy development and tuning; documentation of operational standards; and participation in threat intelligence and remediation activities. The position also contributes to security architecture enhancements, assists with cloud migration efforts, and advises on emerging security acquisitions to ensure alignment with MBTA Information Security policies, industry best practices, and regulatory requirements.

Examples of duties

• Perform initial configuration and setup of the SASE cloud (Internet Access, Private Access, digital experience, SAML, add-ons, etc.).
• Assist with various implementation projects as they relate to Azure, Intune, Office 365, and application cloud migrations.
• Investigate and apply SASE best practices.
• Provide comprehensive administration and support of the Zscaler platform (ZIA, ZPA), including daily operational tasks, policy updates, SSL inspection management, certificate workflows, log analysis, troubleshooting, and coordination with Zscaler TAC.
• Perform day-to-day administration of the SASE.
• Document SASE standard operating procedures and protocols.
• Create SASE dashboards and reports to monitor and ensure SASE health.
• Coordinate and leverage threat intelligence to prevent and remediate vulnerabilities and threats.
• Receive and fulfill technical work assignments – ServiceNow and data calls.
• Fulfill policy requests to fine tune operations of the SASE Standards that align with Information Security Policies.
• Monitor, troubleshoot and resolve user experience issues and provide remediation recommendations.
• Assist other system and security engineers in optimizing policies and user configuration.
• Document issues and escalate to next tier or vendor support, as necessary.
• Monitor systems consoles and remediate alerts.
• Perform policy administration for web proxies, URL filtering, secure web gateway, CASB, and data loss prevention.
• Support integration with Microsoft products like Azure Active Directory and Microsoft Conditional Access Policies.
• Support integration with EDR products like CrowdStrike.
• Identify and recommend Security Architecture Improvements or solutions for review by leadership and continue to be a champion of Zero Trust maturity at the MBTA.
• Serve as an advisor on new security acquisitions.
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations.   See applicable addendum for department or location specific functions.

Physical Demands and Working Conditions

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Available to work any and all shifts and/or locations as assigned or directed.
• Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory staff for severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.

Supervision

• No direct reports.

Minimum Education

• Bachelor’s degree from an accredited institution.

Qualifications

• Two (2) years of experience administering or supporting cloud-based security platforms.
• Strong understanding of SASE architecture, Zero Trust principles, and cloud security best practices.
• Application support of security related applications used in EDR, PAM, SIEM or ZTNA.
• Management of ENTRA groups for use in SCIM group management.
• Understanding of Windows and MacOS systems.
• Understanding of Mobile device management (MDM) concepts.
• Strong written and verbal communication skills, and the ability to create technical reports.
• Strong analytical and troubleshooting skills.

Supplemental information

• Application support of security related applications used in EDR, PAM, SIEM AND ZTNA.
• Experience administering or supporting Zscaler ZIA/ZPA, SSL inspection, certificate workflows, and log/traffic analysis.
• Experience with SCIM-based identity lifecycle management and advanced ENTRA ID (Azure AD) configuration.
• Working knowledge of CrowdStrike, SentinelOne, or similar EDR platforms.
• Hands-on experience with SIEM, log aggregators, or incident response tools (mirroring MBTA preferred skills patterns).
• Familiarity with PAM technologies such as CyberArk, BeyondTrust, or Delinea.
• Experience managing or tuning CASB, secure web gateway, or DLP solutions.
• Understanding of cloud networking concepts (DNS security, TLS, VPN replacements, micro-segmentation).
• Experience creating dashboards and analytics in tools such as Splunk, Elastic, Power BI, or Zscaler Insights.
• Knowledge of major Information Security frameworks (e.g., NIST 800-53 / 800-207, ISO 27001, CIS Controls).
• Experience with automation and scripting (PowerShell, Python, Bash) to streamline security operations.
• Experience with application cloud migration support and cloud-hosted service hardening.
• Knowledge of traditional and modern application architectures (client/server, n-tier, microservices). 
• Certifications such as CompTIA Security+, Network+, CySA+, Zscaler ZIA/ZPA Certified Administrator, Azure Fundamentals, or GIAC.

Substitutions 

• A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement. 
• An associate’s degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience. 
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

Job Conditions

• Adhere to rules, regulations, collective bargaining agreements (if applicable) and policies of the MBTA including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Ability to pass a Criminal Offender Record Information (CORI) check, background screening, and the MBTA’s medical requirements, including a physical examination and drug and alcohol screening. 
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting, including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).