AVP - Applications Support Sr Analyst, Philippines (Hybrid)

The Apps Support Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• The Application Support Senior Analyst provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
• Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations
• Develop and maintain technical support documentation.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly
• Formulates and defines scope and objectives for complex application enhancements and problem resolution
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Acts as advisor or coach to new or lower level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 5-7 years 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 communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• Demonstrated analytical skills
• Issue tracking and reporting using tools
• Knowledge/ experience of problem Management Tools.
• Good all-round technical skills
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholders
• Amenable to work the shift from 3PM to 12AM

Education:

• Bachelor’s/University degree or equivalent experience

Additional Responsibilities:

• Ensures compliance of all managed applications with the Citi's Third Party Risk Management objectives.

• Gathering data and documentation necessary to complete the Third Party onboarding and ongoing Citi security policy requirements.

• Manage a rigorous schedule of third party vulnerability assessments and ensure third party vendors' expected performance is rendered and supported, along with the identification of any critical third party risk issues.

• Planning and facilitating meetings with Third Party and internal stakeholders, taking all meeting minutes and managing any follow up activities relevant to Third Party performance.

• Facilitate the escalation of high risk Third Party incidents or perpetual performance failures affecting the compliance to Citi's Information Security Standards

• Interfacing with various Citi technology, risk and compliance teams

• Manage the end to end process to onboard the 3rd party vendor applications to GIDA and EERS, if needed

• Manage and ensure that the 3rd party vendor applications information in CSI is accurate, correct and up to date

• Work closely with the Information Security teams to ensure compliance of HR applications with Citi’s IS policies pre-contract and post-implementation

Additional Qualifications: 

• An innate ability to identify issues and work them to closure, including remediation and escalation where appropriate

• Experience in working with 3rd party technology  vendors, a must

• Knowledge of Citi’s Information Security Standards

• Knowledge of GFT issue, problem and change management processes, preferred

• Strong communication and presentation skills.

• Discretion and diplomacy when dealing with sensitive issues

• Organizational skills and ability to prioritize

• Desire and talent for building and maintaining relationships

• A commitment to protect the bank from all risk exposure

• Experience working across a diverse set of stakeholders with positive results

• Some degree of awareness of SaaS Cloud/Hosting/Encryption. Technical Awareness is a must.

• Demonstrated multi-tasking ability, analytical skills, problem solving skills and a consistent record of on time delivery and customer service is mandatory.

• Must be process-oriented

• Effective time management, documentation and organizational skills.

• Must be analytical, creative, hardworking, team player and must support the concept of “fun” in the workplace.

• Must be a self-starter and able to work independently in a fast paced global environment.

• Fast learner, highly organized and methodical.

• Willingness to work on a flexible shift schedule to support the business users located in the APAC, EMEA and NAM regions

• Advanced experience with MS Office, MS Teams and SharePoint

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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