Senior Support Analyst

Apps Support Intmd Analyst

The Apps Support Intmd Analyst is a developing professional role that deals with most problems independently and has some latitude to solve complex problems. The role integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. The analyst demonstrates a good understanding of how the team and area integrate with others to accomplish the objectives of the subfunction and job family. Analytical thinking and knowledge of data analysis tools and methodologies are applied, with attention to detail in making judgments and recommendations based on factual analysis. Typically, the analyst deals with variable issues that may have broader business impact, applying professional judgment when interpreting data and results. The information is broken down systematically and communicated effectively, with developed communication and diplomacy skills required to exchange potentially complex or sensitive information. The impact is moderate but direct through close contact with businesses’ core activities, and the quality and timeliness of service affect the effectiveness of the analyst’s team and closely related teams.

Responsibilities

Utilizes a good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long-term remediation.

Develops a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.

Acts as a liaison between users/traders, interfacing with internal technology groups and vendors.

Participates in disaster recovery testing.

Participates in application releases, from development, testing and deployment into production.

Performs post release checkouts after application releases and infrastructure updates.

Develops and maintains technical support documentation.

Considers implications of the application of technology to the current environment.

Analyzes applications to identify risks, vulnerabilities and security issues.

Resolves problems by identifying and selecting solutions based on evaluative judgments from factual analysis.

Cooperates with development colleagues to prioritize bug fixes and support tooling requirements.

Directly impacts the business by ensuring the quality of work provided by self and others, influencing own team and closely related work teams.

Exchanges ideas and information.

Owns support project items, covering stability, efficiency and effectiveness initiatives.

Performs other duties and functions as assigned in a concise and logical manner.

Operates with a limited level of direct supervision.

Exercises independence of judgment and autonomy.

Acts as a subject matter expert to senior stakeholders and/or other team members.

Assesses risk appropriately when making business decisions, demonstrating consideration for the firm’s reputation, safeguarding Citigroup, its clients and assets, 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

• 2-5 years of experience.
• Basic knowledge or interest in apps support procedures, concepts and other technical areas.
• Participation in some process improvements.
• Experience or interest in standardization of procedures and practices.
• Basic business knowledge and understanding of financial markets and products.
• Knowledge or experience of problem management tools.
• Understanding of how the own sub-function integrates within the function and commercial awareness.
• Evaluates (sometimes complex) situations using multiple sources of information.
• Developed communication and diplomacy skills to persuade and influence.
• Good customer service, communication and interpersonal skills.
• Good knowledge of the business and its technology strategy.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Knowledge of issue tracking and reporting using tools.
• Good all‑round team member.
• Effectively shares information with other support team members and with other technology teams.
• Ability to plan and organize workload.
• Ability to communicate appropriately to relevant stakeholders.

Education

Bachelor’s/University degree or equivalent experience.

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