External Services Operations - Intermediate Analyst

• 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.

• 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)
• 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
• 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

• Programming languages knowledge: VB, JavaScript, HTML, Shell Scripts
• SSCP/CISSP/ITIL/PMP/Citi Lean certificate

Great number of internal training opportunities with insight into many different areas