Job Description
Job Summary
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The Evidence Analyst SLA performs evidence analysis and first-level approvals for new customer orders received within the three to five day SLA window. This role works the SLA queue exclusively and is the entry point of the validation process: it verifies customer identity, business legitimacy, and authorization through documentation review, public source research, and direct customer contact. Work completed by this role proceeds to second-level approval by a Validation Auditor or Sr. Validation Auditor before certificate issuance. Priority is timely processing that meets customer response and issuance targets without compromising evidence quality.
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Key Responsibilities
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SLA Order Processing & First-Level Approval
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- Review and process new customer orders across all supported certificate types within the three to five day SLA window
- Perform first-level approval, confirming that evidence is complete, accurate, and compliant before the order advances to second-level review
- Work the SLA queue exclusively; aged orders route to the Evidence Analyst Backlogs queue under the defined handoff rule
- Prepare orders for callback and for second-level approval with a complete evidence record
- Prioritize orders by SLA expiry and escalate orders at risk of breach to the Sr. Validation Auditor before the SLA lapses
- Token shipping by SLA (For Houston Team Members Only)
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Evidence Analysis & Verification
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- Research and verify evidence from public and authoritative sources related to legal entities, their legal representatives, and registered, government, or common law trademarks
- Evaluate submitted documentation to confirm authenticity and compliance with CA/Browser Forum standards
- Verify the accuracy of order information and the structure of the certificate subject DN
- Flag suspected fraudulent, high-risk, or sanctioned-jurisdiction requests to the Sr. Validation Auditor rather than processing them
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Customer Verification & Communication
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- Perform callbacks to verify the authenticity of certificate requests and applicant information
- Collaborate with customers to obtain required documentation and coordinate callback scheduling
- Communicate outstanding requirements clearly and completely on first contact to avoid avoidable round trips
- Provide timely, professional support throughout the end-to-end validation process
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Collaboration & Support
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- Assist customers in understanding validation requirements and resolving documentation issues
- Collaborate with Support, Sales, and Billing to resolve validation-related inquiries
- Monitor validation-related channels and respond to routine inbound questions within the expected response time
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Compliance & Records
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- Process Certificate Problem Reports (CPRs) within the timelines defined by SSL policy
- Document validation activities accurately and completely for audit and compliance purposes
- Do not perform second-level approval on any order the same individual approved at first level
- Maintain Trusted Role eligibility, including background screening, annual security awareness training, and any role-specific certification requirements
- Adhere to CA/Browser Forum Baseline Requirements, applicable root program policies, and SSL internal security policies
- Handle subscriber and organizational data in accordance with confidentiality, privacy, and information security obligations
- Complete all assigned compliance training within required timeframes and maintain current acknowledgment of applicable policies
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Qualifications
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- Experience in validation, document review, compliance, customer verification, or evidence analysis preferred
- Familiarity with SSL/TLS certificates, PKI, or certificate authority processes is a plus
- Strong research and analytical skills with consistent attention to detail
- Excellent written and verbal communication skills, including direct customer contact by phone
- Completion of, or eligibility to complete, SSL Trusted Role requirements
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Skills & Competencies
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- Critical thinking and an investigative mindset
- Strong organizational and time management skills in a deadline-driven queue
- Ability to maintain accuracy at pace without shortcutting evidence requirements
- Customer-focused approach with practical problem-solving ability
- Ability to work independently and collaboratively in a fast-paced environment
- Integrity and discretion in handling sensitive information
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