IT Business Sr Analyst - C12 - IRVING

The IT Business Senior Analyst is an intermediate-level position responsible for liaising between business users and technologists to exchange information in a concise, logical and understandable way in coordination with the Technology team. As an IT Single Point of Contact (IT SPoC) for Citi Merchant Services Credit (MSC) Partner Management & Operational Excellence Production Assurance team you must regularly engage and lead cross functional teams, including Technology, Operations, Risk, and Partner Management teams, to understand retail Partner(s) structure, processes, and IT operations. IT SPoCs support partner SLA adherence through incident monitoring and communications, change control adherence, and reporting specific to business and partner critical use cases. IT SPoCs enable year-round readiness/stability and partner quality improvement programs. This requires continuous communication with Citi Executives, Production Management, Incident Management and L1/L2, as well as availability 24/7 to oversee and communicate major Partner issues.

Responsibilities:

• Assess risk when business decisions are made, demonstrating consideration for Citi, its clients and assets, by driving compliance with laws, rules and regulations, adhering to Policy, applying sound ethical judgment, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Identify and communicate risks and impacts and propose risk mitigation options, considering business implications of the application of technology to the current business environment.
• Provide in-depth and sophisticated analyses with interpretive thinking to define problems, develop innovative solutions and influence strategic functional decisions.
• Consult with business clients to determine system functional specifications and partner with multiple management teams and other units to meet organizational objectives.
• Evaluate new IT developments and evolving Partner needs and recommend appropriate systems alternatives and/or enhancements to current systems.
• Act as the subject matter expert on Partner Integration, maintenance, oversight, monitoring
• Maintain a working knowledge of CRS Partner network diagrams and communicate how the Partners technology interacts with Citi systems.
• Provide input, as requested by the IT Relationship Manager, during Project development and implementation phases, including formulation and definition of systems scope, objectives and necessary system enhancements for complex, high impact projects.
• Coordinate and deliver timely updates to our Partners, responded to Partner inquiries, and investigate/report Partner level Service Level Agreement impacts.
• Act as advisor or coach to new or lower-level analysts and work as a team to achieve business objectives, performing other duties and functions as assigned.

Qualifications:

• 5-8 years of relevant experience
• Experience in data analysis with intermediate/advanced Microsoft Office Suite skills
• Proven interpersonal, data analysis, diplomatic, management and prioritization skills
• Consistently demonstrate clear and concise written and verbal communication
• Proven ability to manage multiple activities and build/develop working relationships
• Proven self-motivation to take initiative and master new tasks quickly
• Demonstrated ability to work under pressure to meet tight deadlines and approach work methodically with attention to detail

Education:

• Bachelor's degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Scope of Work

• 24/7 On Call Technology Partner Support requiring flexible work schedule, including some off-hour and overnight support as needed.
• Change Control Communication - Coordinate Partner and Citi changes with internal and external contacts to ensure changes are successfully carried out with minimal disruption to the IT services delivered to the Partner.
• ServiceNow Incident Management (aligned Partners) - Review of raw data and reports to identify where possible repeat incidents are occurring across the organization and manage issues through to resolution.
• Standard Issue Engagement & Oversight – engage teams to drive timely mitigation and resolution, ensuring communication and transparency throughout to minimize escalations.
  • Investigate issues and trends to identify and eliminate root causes, implementing and enhancing alerts and controls where needed to prevent recurrence.
  • Coordinate working sessions with the external Partner and Citi resources, while ensuring necessary parties engage for joint troubleshooting
  • Root Cause Communications – drive teams to identify and detail issue root cause according to Partner expectations and request and tailor needed Partner facing communications.
• Major Incident Monitoring and Communication - participation in rotational on-call schedule (rSPoC) to engage, respond, drive resolution, and facilitate internal and external communications during major incidents impacting CRS and our Retail Partners
  • Review and communicate postmortem details per Partner expectations and request, including root cause, proposed long-term solutions, and process enhancements/controls.
• IT oversight to ensure timely engagement, communication & resolution to formal audit Issues except when such finding results in a Project, in which case the IT Relationship manager will own the work.
• Monthly Release monitoring and communications as scheduled.
• Partner User Acceptance Testing/Validation that may require off-hour engagement
• Holiday Readiness Partner Testing and Support – scheduling, coordination, and communications (execution owned by PA Support Team i.e. Jeson & Mohammad)
• Holiday Command Center Support – Captain of command center to ensure eyes- on-glass monitoring and enable issue tracking, reporting, and communications.
• Partner Infrastructure Updates and Renewal – networks, firewalls, circuits, whitelisting Ips, certificates, keys; Identify and document system deficiencies and recommends solutions to key stakeholders.
• Financial Settlement oversight, as needed to resolve issues – data discrepancies and file issues
• Partner Alert Monitoring & Escalation
• Partner SLA Reporting Validation
• CCR / CTR support and oversight to ensure continuity for our Partner connections and Transfers as needed

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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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