External Services Operations - Intermediate Analyst

Job Background:

The Identity Access Management ISA SD is a global organization within Citi with 600+ employees located across the globe; IAM ISA SD has 200+ colleagues locally. IAM ISA SD manages entitlement and provisioning of access for internal Citi employees / contractors and increasingly for external Citi clients who are using Citi applications. IAM ISA SD works in partnership with other Citi departments to build appropriate security architecture in new applications and supports large business-driven technology projects related to information security issues.

Job Purpose:

Responsible for fulfilling security maintenance related requests in all banking applications and other systems, which have security module. Provide core customer service support regarding the targeted applications and systems. This position requires the individual to operate within a team environment and work closely with other groups within the business and throughout Citi.

Key Responsibilities:

• Strong understanding of the respective Citi products, processes, and policies. Ability to review processes in accordance with Citi Policies
• Handle complex escalations, problems independently by utilizing key information security administration practices, policies and providing excellent customer service. Assist and participate in severity escalation management
• Assist the team on compliance calls, meeting with Audit. Collect and analyze evidence (deliverables) with internal/external compliance and auditing agencies / officials
• Process entitlement, compliance review requests and/or incident/change management handling for Citi’s global customer base within established support thresholds, including bulk requests and housekeeping tasks
• Creates, maintains and performs annual review of Process Control Manual documents associated with specific systems assigned
• Perform complex ID provisioning such as developer, bulk and Admin IDs and basic Functional ID related processes
• Ensure adherence to pre-assigned SLO requirements for designated requests at a personal and team level
• Conduct Citi Marketplace product maintenance. Conduct Citi Information Security Administration Repository Inventory maintenance
• Perform complex ID provisioning such as developer and Admin IDs and basic Functional ID related processes
• Checks and reviews implementation of already established security procedures within the framework of specific system assignments, focusing on the full scope of IAM ISA SD Service Catalogue requirements for simple thru complex, multi-tiered applications. Responsible for the service/compliance quality and accuracy
• Utilize key information security administration tools
• Maintain excellent availability to achieve strong results
• Effectively utilizes Talent Management process (i.e. trainings, goal setup etc.) and system. Knows how to develop and implement an effective IDP (Individual Development Plan)
• Providing coaching to other team members.  Assists in development of others. Understands effective team skills and applies them
• Complete all tasks in connection with the organization’s activity but not detailed in the current job description, charged by the direct manager, supervisor or the functional head.

Development Value:

This role will provide opportunities to understand and learn the special characteristics of a global team within a multinational company. Employees will be introduced to the structure of the Citi Operations & Technology segment and the Identity Access Management department. During the trainings the employees will be introduced to Citi policies, IAM ISA SD requirements, several security systems, Citi and IAM ISA SD related communication standards. Beside all these candidates will get familiar with cultural diversity and multinational values in a fast-moving environment. Great number of internal training opportunities with insight into many different areas.

Knowledge and Experience:

• Minimum 2+ years’ experience either in an Information Security Administration environment or related field with customer service experience in data management
• Utilize Microsoft applications for creating and maintaining basic files
• Good command of English language (both verbal and written)

The following qualifications are also preferred in case of infrastructure system support:

• Basic knowledge of any of the mentioned platforms (For Databases: Oracle, MS SQL, Sybase, Teradata, MongoDB;  for Enterprise Systems: IBM RACF, CA TopSecret, AS/400, Stratus, Tandem, Unisys, VMS systems; for Wintel: Active Directory, Wintel NAS servers; for Unix: Unix OS, LDAP)
• Appreciated as benefit programming languages knowledge: VB, JavaScript, HTML, Shell Scripts

Qualifications:

 Minimum High School Degree, Bachelor's degree is an advantage

• Experience in an IT support or customer service role for non-degree (Bachelor or higher degree) holder is preferred
• SSCP/CISSP/ITIL/PMP/Citi Lean certificate is advantage

Skills:

• Understands effective interpersonal techniques
• Analytical and detail oriented
• Customer service orientation
• Strong communication skills
• Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity.
• Proven use of discretion and judgment given the subject sensitivity of the work data
• Ability to manage multiple efforts and adjust priorities with evolving work efforts.
• Flexibility to work in various shifts

Competencies:

• Demonstrates strong understanding of the respective Citi products, processes, and policies. Initiates process changes, suggestions based on Lean methodology
• Understands Project Management principles. Able to constructively participate in e2e projects. 
• Interprets the principle of Information Security concepts and policies, develops, and implements into day-to-day work. Ability to explain basic principles behind IS/IAM ISA SD policies and guidelines.
• Understands decision making process. Seeks some input from others. Aware of all risks associated with own work and team. Able to comprehend most risks in decision making. Involved in making mid- level decisions.
• Understands and relates own goals to Citi, organization and department vision and strategy. Understands and creates SMART goals, self-accountable for achieving them.
• Understands why the organization needs to change to remain competitive. Understands change theory and how to manage resistance. Promotes the positive outcome of the change initiative

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