Infrastructure Analyst

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Job Overview

Job Background:

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.

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
• Support new hire training to team members, 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, issued 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:

• 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)

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
• 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
• Basic understanding of risk management techniques
• 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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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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