IT Service Analyst 2nd Level/IAM

Job Description

Tasks & Responsibilities:

• As a member of the Services team in Information Technology and Services, you will play a crucial role in delivering IT support and managing Identity Access for both internal and external customers.
• Provide 2nd level IT support: Including Identity Access Management (IAM) support, administration, and request management to the Bank's internal and external customers as part of the Bank's global support model.
• Manage Service Level Agreements (SLAs): Report and monitor performance according to agreed service levels; perform reporting and analysis of incident trends, problem management, and SLA/KPI performance.
• Contribute to knowledge transfer: Facilitate knowledge transfer between 2nd level and IAM tasks/teams.
• Maintain Knowledge Base content: Actively contribute to and maintain Knowledge Base content.
• Support technology rollouts: Ensure the availability of support, Knowledge Base content, and user communication for Bank-wide rollouts of new technologies.
• Collaborate with IT and Security teams: Work with IT and Security teams across the Bank to ensure effective incident, request, SLA, and problem management processes according to ITIL standards and best practices; maintain and improve these processes.
• Monitor incidents and requests: Oversee incidents, service requests, and team mailbox.
• Provide VIP/Senior Management support: Offer dedicated support to VIPs and senior management.
• Support virtual meetings: Facilitate virtual meetings.
• Conduct application software testing: Perform Operational Readiness testing.
• Configure and support mobile devices: Manage mobile device configuration and support.
• Coordinate with external service providers: Liaise with external service providers.
• Provide high-level meeting support: Offer support during high-level meetings (outside of normal service hours upon request).
• Provide on-call and on-site support: Deliver on-call and on-site support outside of normal service hours upon request.
• Assist the 1st level team: Provide assistance to the 1st level team upon request.

Must-Haves:

• Experience in IAM support, administration, and request management.
• Willingness to provide on-call and on-site support outside of normal service hours upon request.
• Ability to report, monitor, and analyze performance according to agreed service levels.
• Experience with incident monitoring, request management, and problem management processes.
• Knowledge of ITIL standards and best practices.
• Previous experience with Active Directory, SailPoint, and Microsoft Entra ID.

Interpersonal Skills:

• Strong verbal and written communication skills for user communication and VIP/Senior Management support.

Job Title: IT Service Analyst 2nd Level/IAM

Location: Basel, Switzerland

Job Type: Contract

TEKsystems, an Allegis Group company. Allegis Group AG, Aeschengraben 20, CH-4051 Basel, Switzerland. Registration No. CHE-101.865.121. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at our website.

To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go our website.

We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice on our website for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.