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About the Role

The Application Support Senior Analyst is a seasoned professional role that contributes to the development of new techniques and the improvement of processes and work-flow. This role integrates subject matter and industry expertise, requiring a deep understanding of how different areas collectively integrate and contribute to overall business objectives. The analyst evaluates complex issues, weighs alternatives, and balances potentially conflicting situations using multiple sources of information. Strong communication and diplomacy skills are essential, as is the ability to take on leadership roles, coach, and train new recruits. This position significantly impacts projects and influences decisions through advice and facilitation, with the performance of teams directly affected by the individual's contributions.

Responsibilities

Provides technical and business support for users of Citi Applications.
Delivers quick resolutions to application issues and drives stability, efficiency, and effectiveness improvements.
Maintains application systems in daily operations.
Manages, maintains, and supports applications and their operating environments, focusing on stability, quality, and functionality against service level expectations.
Performs start of day checks, continuous monitoring, and regional handover.
Performs same-day risk reconciliations.
Develops and maintains technical support documentation.
Identifies ways to maximize application potential.
Assesses risk and impact of production issues and escalates to management in a timely manner.
Ensures storage and archiving procedures are in place and functioning correctly.
Formulates and defines scope and objectives for application enhancements and problem resolution.
Reviews and develops application contingency planning to ensure availability.
Partners with development and production support areas to prioritize bug fixes and support tooling requirements.
Participates in application releases, including development, testing, and deployment.
Engages in post-implementation analysis to ensure successful system design and functionality.
Considers implications of technology application on the current environment.
Identifies risks, vulnerabilities, and security issues and communicates their impact.
Ensures essential procedures are followed and helps define operating standards and processes.
Acts as a liaison between users/traders, internal technology groups, and vendors.
Raises problems to appropriate technology and business teams while adhering to Service Level Agreements.
Acts as an advisor or coach to new or junior analysts.
Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
Ensures the quality of work provided by self and others, impacting own team and closely related work teams.
Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
Actively participates in and owns Support Project items covering Stability, Efficiency, and Effectiveness initiatives.
Performs other duties and functions as assigned.
Operates with a limited level of direct supervision and exercises independence of judgment and autonomy.
Acts as an SME to senior stakeholders and/or other team members.
Assesses risk appropriately when making business decisions, considering the firm's reputation, safeguarding Citigroup, its clients and assets, and adhering to compliance, policy, and ethical guidelines.

Requirements

5-8 years of experience in an Application Support role.
Experience installing, configuring, or supporting business applications.
Experience with some programming languages and willingness/ability to learn.
Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization.
Effective written and verbal communication skills, including the ability to explain technical issues in simple terms to non-IT staff.
Demonstrated analytical skills.
Issue tracking and reporting using tools.
Knowledge/experience of problem management tools.
Good all-round technical skills.
Ability to plan and organize workload.
Consistently demonstrates clear and concise written and verbal communication skills.
Ability to communicate appropriately to relevant stakeholders.

Skills

Application Support
Technical Support
Business Support
Problem Management
Risk Management
Documentation
Contingency Planning
Bug Fixing
Release Management
System Design
Security
Communication
Diplomacy
Coaching
Training
Analytical Skills
Programming Languages
Issue Tracking
Technical Documentation

Location

Hybrid

Work Type

Full time

Experience Level

Senior
5-8 years

Education Level

Bachelor's/University degree or equivalent experience

About the Company

Citi is an equal opportunity employer.

Equal Opportunity

Qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.