IT Service Analyst

vor 1 Woche

Basel, Schweiz Source Technology Vollzeit

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

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.

Responsibilities:

  • 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 global support model.
  • Service Level Management (SLA): report and monitor 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 organization to ensure effective incident, request, SLA and problem management processes according to ITIL standards and best practices; maintain and improve these processes.
  • Monitor incidents, service requests and team mailbox.
  • Provide dedicated VIP/Senior Management support.
  • Conduct application software testing: Operational Readiness testing.
  • Provide mobile device configuration and support.
  • Coordinate 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.

Skills/Experience:

  • 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.
  • Strong verbal and written communication skills for user communication and VIP/Senior Management support.
  • Experience with virtual meeting support, hardware repairs, staging computer devices, and client hardware installations.
Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Staffing and Recruiting

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