Officer - HR Operations Support Analyst 2

The HR Operations Support Analyst 2 is an intermediate level position responsible for providing operations support services, including but not limited to; second-level support for all Learning cases, handling inquiries and escalation, working directly with Technology team. Additionally, the Ops Sup Analyst 2 serves as the liaison between operations staff, product owners, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

In this role, you are expected to:

• Provide second-level support for learning related cases, ensuring the timely and effective resolution of issues raised by learners.
• Collaborate with HR partners, the Help Desk team, Technology, and other stakeholders to address learning support needs and enhance Citi’s Learning operations.
• Manage and resolve cases using the case management system, escalating defects or high impact issues to the Technology team as necessary.
• Work closely with the Technology team to raise and troubleshoot technical issues encountered by learners, escalating technical issues that require in-depth resolution.
• Coordinate with the HR Help Desk team on recurring learner issues and upcoming system activities to minimize disruptions and enhance learning experiences.
• Serve as the primary contact for escalated learning-related cases, analyzing and identifying root causes and applying solutions to prevent recurrence.
• Maintain detailed records of support cases, resolutions, and follow-up actions to support continuous improvement in learner support services.
• Provide guidance and training to the first-level support team, equipping them with the knowledge to resolve basic learner inquiries effectively.
• Participate in initiatives to streamline the learning support process, leveraging insights from case data to improve response times and learner satisfaction.
• Generate and review reports on learning support cases, identifying patterns and recommending proactive solutions for common issues.
• Conduct follow-ups with learners to ensure satisfaction with the resolution and gather feedback for improving the learning support experience.

As a successful candidate, you’d ideally have the following skills and exposure:

• 2 years relevant experience
• Proficient in Microsoft Office
• Ability to work under pressure and manage deadlines or unexpected changes in requirements.
• Self-motivated and detail oriented.
• Demonstrates proactivity and works effectively with minimal supervision.
• Strong organizational and time management skills.
• Demonstrated problem-solving and decision-making skills.
• Clear and concise written and verbal communication abilities.
• Analytical, research, and problem-solving skills.
• Proficient in English and Spanish communication.

• Background in help desk or customer service roles
• Fluent in English and Spanich (must)
• Knowledge in Service Now
• Agile and Gira knowledge (desirbale)
• Knowledge in HR (desirable)

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Citi is an equal opportunity and affirmative action employer.

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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