IT Service Analyst 2nd Level/IAM

Description: IT Service Analyst 2nd level/IAM

Background:

We are seeking a highly skilled and motivated IT support professional to join our Services team in Information Technology and Services.

Perfect candidate: The ideal candidate is an experienced IT support professional with strong Identity Access Management (IAM) expertise, excellent problem-solving and communication skills, and a proven ability to collaborate effectively with diverse teams while maintaining high service standards.

General Information:

Start date: ASAP

Latest start date: May 2025 (could wait a bit for the right candidate)

End date: 12 months contact

Extension: potentially

Work location: Basel

Workload: 100%

Travelling: N/A

On Call: Yes

Team: IT Services

Department: Gsec

Unit: ITS

Tasks & Responsibilities:

As a member of the Services team in Information Technology and Services, support the delivery of Client IT support and Identity Access Management to 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

Service Level Management (SLA): report and monitor of performance according to agreed service levels; perform reporting and analysis of incident trends, problem management and SLA/KPI performance

Contribute towards the knowledge transfer between 2nd level and IAM tasks/teams

Actively contribute to and maintain Knowledge Base content

Support Bank-wide rollouts of new technologies by ensuring availability of support, Knowledge Base content and user communication.

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.

Monitoring of incidents, service requests and team mailbox

Dedicated VIP/Senior Management support.

Virtual meeting support

Application Software testing: Operational Readiness testing

Mobile device configuration and support.

Coordination with external Service providers

Support during high-level meetings (outside of normal service hours on request)

Provide on-call and on-site support outside of normal service hours on request

Assist the 1st level team on 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 on 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 & Microsoft Entra ID Interpersonal skills:

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

Nice to have:

Experience with virtual meeting support, hardware repairs, staging computer devices, and client hardware installations. (*)

Exposure to 3 lines of defense

Skills

• 1st level support
• 2nd level support
• 3rd level support
• IT service
• IAM
• Identity and access management
• identity access management
• SLA
• KPI
• ITIL
• Active Directory
• SailPoint
• Microsoft Entra ID
• 3 lines to defense
• virtual meeting support
• hardware repairs
• client hardware installations
• staging computer device

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.