Applications Support Senior Analyst

Job Id: 23662772

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:

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

Qualifications:

• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• 5-8 years experience in Technical Application Support role.
• Experience installing, configuring or supporting business applications.
• Ability to communicate appropriately to relevant stakeholders
• Knowledge/ experience of problem Management Tools.
• Good all-round technical skills
• Demonstrated analytical skills
• Issue tracking and reporting using tools
• Ability to plan and organize workload
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Effectively share information with other support team members and with other technology teams
• Experience with some programming languages and willingness/ability to learn.
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s/University degree or equivalent experience

Citi Canada is an equal opportunity employer. Accordingly, we will make accommodations to respond to the needs of people with disabilities (including, without limitation, physical and mental health disabilities) during the recruitment process and otherwise in accordance with law. Individuals who view themselves as Aboriginals, members of visible minority or racialized communities, and people with disabilities are encouraged to apply.

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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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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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