**Job Purpose**: **Job Background**: **Key Responsibilities**: - Strong understanding of the respective Citi products, processes and policies. Ability to review processes in accordance to 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 - 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. **Development Value**: This role will provide opportunities to deepen the knowledge of the special characteristics of a global team within a multinational company. This role also provides opportunity to develop the individual’s project management skills, to plan and get prepared for the upcoming milestones which effect the team’s daily operation. **Personal Specification**: **Knowledge and Experience**: - Minimum 2+ years’ experience either in an Information Security Administration environment or related field with customer service experience in data management - Good command of both English and Spanish language (both verbal and written) The following qualifications are also preferred in case of infrastructure system support: - 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 **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. - Ability to manage multiple efforts and adjust priorities with evolving work efforts. - Flexibility to work in various shifts **Qualifications**: - Minimum High School Degree, however 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 **Competencies**: - Demonstrates strong understanding of the respective Citi products, processes and policies. Initiates process changes, suggestions based on Lean methodology - Understands Project Management principles. Able to constructively participate in e2e projects. - Interprets the principle of Information Security concepts and policies, develops and implements into day-to-day work. Ability to explain basic principles behind IS/GIDA policies and guidelines - Understands decision making process. Seeks some input from others. Aware of all risks associated with own work and team. Able to comprehend most risks in decision making. Involved in making mid - level decisions. - Understands and relates own goals to Citi, organization and department vision and strategy. 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 **I understand and accept the content of the job description.** - **Job Family Group**: Technology - **Job Family**: Infrastructure - **Time Type**: Full time - Citi is a