Citi ROHQ - GIDA – Helpdesk Senior Analyst in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17044362

Description

The Global ID Administration (GIDA) is a global organization within Citi Shared Services (CSS) with 900+ employees located across the globe. GIDA manages entitlement and provisioning of access for internal Citi employees / contractors and increasingly for external Citi clients who are using Citi applications. GIDA works in partnership with Global Information Security to build appropriate security architecture in new apps and supports large business-driven technology projects related to information security issues.

Job Overview:

Provide first level customer service regarding the supported applications and systems while being responsible for fulfilling security maintenance related requests in all banking applications and other systems, which have security module.

Key Responsibilities:

  • People at this role are specialized for Severity / Process coordination OR MIS / Reporting OR Quality Assurance / Compliance coordination of the GIDA Helpdesk to provide world class customer and quality service

  • Provide customer service regarding the supported applications and systems via phone, mail and virtual ticketing systems

  • Handle simple thru complex, multi-tiered escalations, problems independently by utilizing key information security administration practices, policies and providing excellent customer service. Lead and resolve severity escalations and identify root cause and creating corrective action plans

  • Excellent understanding of end to end Citi products, processes, policies, regulations, and governance. Initiates process changes and improvements

  • Collect and analyze evidence (deliverables) with internal / external compliance and auditing agencies / officials

  • Keep contact with external security administration/developer teams

  • Support user ID or Functional ID related processes. Group, profile and role management, Functional and Temporary ID management

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

  • Participate on compliance conference calls and team meetings

  • Implements already established security procedures within the framework of specific system assignments, focusing on the full scope of GIDA Service Catalog requirements for simple thru complex, multi-tiered applications

  • Maintain excellent availability to achieve strong results

  • Demonstrates advanced understanding of Citi Lean processes

  • Understands the high-level principle behind Information Security concepts and policies; and applies / implements into day-to-day work

  • Identifies potential compliance issues and raise to management attention

  • 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

  • Conduct Citi Marketplace product maintenance. Conduct Citi Information Security Administration Repository Inventory maintenance

  • Utilize key information security administration tools

  • Maintain excellent availability to achieve strong results

  • Providing coaching to other team members. Assists in development of others. Understands effective team skills and applies them

  • Perform system setup, packaging and installation. Identifies need for new tasks and creates them on demand

  • Checks and reviews implementation of already established security procedures within the framework of specific system assignments, focusing on the full scope of GIDA Service Catalog requirements for simple thru complex, multi-tiered applications. Responsible for the service / compliance quality and accuracy

  • 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)

Complete all tasks in connection with the organization’s activity but not detailed in the current job description, charged by the direct manager, team manager or the functional head.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Qualifications

  • Minimum High School Degree

  • Bachelor's degree is an advantage

  • Minimum 2 year related experience for non-degree (Bachelor or higher degree) holder

  • SSCP / CISSP / ITIL / PMP / Citi Lean certificate is advantage