Apps Support Group Manager - Senior Vice President

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Job Overview

The Apps Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.

Responsibilities:

• Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives; requires a good understanding of the industry.
• Vendor relationship management including oversight for all offshore managed service.
• Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices.
• Guide development teams on application stability and supportability improvements.
• Formulate and implement a framework for managing capacity, throughput and latency.
• Define and implemented application on-boarding guidelines and standards.
• Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths.
• Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
• Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions.
• Participates in business review meetings, relating technology tools strategies to business requirements.
• Assures adherence to all support process and tool standards and work with Management to create new and/or enhance processes to ensure consistency and quality in “best practices” across the overall support program
• Influences and negotiates with senior leaders (across functions); may communicate with external parties
• Management responsibility for a team or multiple teams, including management of people, budget and planning, performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
• Performs other duties and functions as assigned
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• Minimum 15 years of experience in HR Technology, Project Management, and digital HR transformation, preferably with a global financial services firm.
• Extensive experience with ServiceNow development, configuration, and implementation, particularly within the HR Scoped Application (HRSD).
• Deep experience in systems analysis and the programming of software applications, with a proven track record of managing and implementing successful, large-scale projects.
• Working knowledge of consulting and project management techniques/methods, including Agile and Scrum.
• Proven experience with complex integrations, preferably between HR platforms (Workday, ServiceNow) and 50+ third-party vendor applications.
• Experience with setting up and configuring AI-powered solutions like Virtual Agent and Chatbots is a must; knowledge of Google Cloud, Gemini AI, and ServiceNow's Integration Hub is a plus.
• Strong proficiency with JavaScript, JSON, Java, and API programming is strongly desired.
• Experience with SQL, NoSQL, and Relational Database development is desired.
• Experience with test-driven development, agile practices, and associated tools is desired.
• Expert knowledge of all phases of the system development lifecycle, from development to production support.
• Strong analytical, data analysis, interpretive, and evaluative skills.
• Strong organizational skills across multiple, concurrent work streams.
• Outstanding documentation, presentation, and interpersonal skills, with the ability to deliver creative, value-added solutions to clients.
• Must be a service-oriented team player who can also work independently.
• Must be able to work flexible hours to support global teams and occasional release weekends.
• Consistently demonstrates a passion for research, ideation, and exploration, with a deep understanding of business analysis procedures and concepts.
• Consistently demonstrates clear and concise written and verbal communication.
• Proven ability to work independently and in a team, with an understanding of how collaboration accomplishes objectives.

Education:

• Bachelor’s degree/University degree or equivalent experience; Master of Computer Applications (MCA) is a plus.
• Design, develop, support, and manage application code, configuration, tables, forms, user interfaces, workflows, Knowledge Bases, and third-party integrations (Workday, Single Sign-On, etc.) for the ServiceNow HR platform.
• Lead digital HR transformation programs, building employee-facing portals and mobile-ready solutions integrated with multiple vendor applications.
• Design and develop REST-based API integrations and manage batch file feed processes.
• Configure and customize modern workspaces, such as Agent Workspace and Advanced Work Assignment.
• Design and develop Performance Analytics solutions to drive data-informed decisions.
• Partner with global HR, Compliance, and IT leaders to review business requirements, technical requirements, determine scope, and estimate the effort in the development of technology solutions.
• Perform development-related activities while ensuring that appropriate governance exists for all delivery of technology solutions, including GDPR compliance, risk governance, and VA testing.
• Resolve problems by translating business requirements into technical solutions, identifying and selecting solutions through the application of acquired technical experience and precedent.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding its clients and assets by driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment, and escalating, managing, and reporting control issues with transparency.

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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