Citi ROHQ - GIDA – Helpdesk Analyst in Philippines

  • Primary Location: Philippines,Central Luzon,Manila

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17044372


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:

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

  • Reset passwords profiles based on the received requests

  • Conduct inquiries from all employees on phone, mail, memo and INC

  • Keep contact with external security administration/developer teams

  • Utilize key information security administration tools

  • Perform ID provisioning such as developer 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

  • Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team

  • 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 basic 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

  • Understands Service Delivery Process Controls and under supervision, participate in annual review of Process Control documents associated with specific systems assigned

  • Understands Talent Management process and system

  • Knows how to develop action items to meet goals

  • Knows how to create a basic IDP (Individual Development Plan)

  • Understands and meets deadlines for system inputs

  • Specialization into Service /

  • 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

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.


  • Minimum bachelor's degree

  • Minimum 2+ years’ experience either in an Information Security Administration environment or related field with customer service experience in data management