Infrastructure Analyst

The Identity Access Management Information Security Administration Service Delivery 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:

Provide customer service to Citi employees via phone and different ticketing systems. 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.

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.

Key Responsibilities:

• Handle incoming phone calls, provide appropriate solutions with established troubleshooting methods

• 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

• 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

• Create, modify, and delete user profiles in various Citi applications and/or systems

• Ensure adherence to pre-assigned SLO requirements for designated requests at a personal and team level

• 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 create and implement an effective Development Plan

Knowledge and Experience:

• Any experience either in a Customer Service and/or Information Security environment is an advantage. We are open for fresh graduates, career starters.

• Utilize Microsoft applications for creating and maintaining basic files

• Good command of English language (both verbal and written)

• 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

What we can offer:

By joining Citi Hungary, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive compensation package and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well:

• Cafeteria Program

• Home Office Allowance (for colleagues working in hybrid work models)

• Paid Parental Leave Program (maternity and paternity leave)

• Private Medical Care Program and onsite medical rooms at our offices

• Pension Plan Contribution to voluntary pension fund

• Group Life Insurance

• Employee Assistance Program

• Access to a wide variety of learning and development programs, online course libraries and upskilling platforms, such as Udemy and Degreed

• Flexible work arrangements to support you in managing work - life balance

• Career progression opportunities across geographies and business lines

• Socially active employee communities with diverse networking opportunities

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

#LI-OD1

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