Job Summary: TTS Applications Support - Business Command Center (BCC); The BCC Applications Support Senior Analyst is responsible for managing incidents impacting the global TTS business or its clients. In addition, the role includes responsibility for providing business focused ICG Cyber incident support. We are looking for an individual with a passion for growing within cyber security, someone who understands incident management during cyber attacks. Job Description: The Applications Support Senior Analyst will be responsible for managing global incidents as part of the BCC follow-the-sun support model, which includes coordination of support resources and key decision makers, timely internal communication and escalation, standard impact and severity assessment, and contributing to continuous service improvement. The individual will be responsible for; assisting in the design and implementation of processes used to support proactive monitoring during peak volume periods or atypical market scenarios; leveraging business and technical knowledge, along with incident experience and leadership skills, to guide prioritization and communication efforts; ensuring timely and accurate incident reporting; building upon existing key contact, product knowledge and client cut-off databases; ensuring quality data capture within ServiceNow, including client impact; providing stability feedback into senior management reporting and client-centric feedback into the problem management process. 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. Job Skills / Qualifications:
experience in the financial services industry, with experience in the cash management or securities business a plus
incident or crisis management experience
superior verbal and written communication skills, including the ability to influence, negotiate, lead, as well as interact with senior leaders and internal or external clients; strong trouble shooting or problem solving skills
understanding of program or project management; experience working with global or multi-regional teams BA or BS degree with relevant work experience
ability to understand complex processes and communicate key data elements
attention to detail
ability to work multiple assignments simultaneously against aggressive deadlines
ability to work projects independently; strong teamwork skills and ability to rapidly shift task priorities in support of overall team goals; strong MS Office skills.
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.
Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
Start of day checks, continuous monitoring, and regional handover.
Perform same day risk reconciliations
Develop and maintain technical support documentation.
Identifies ways to maximize the potential of the applications used
Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
Ensures that storage and archiving procedures are in place and functioning correctly
Formulates and defines scope and objectives for complex application enhancements and problem resolution
Reviews and develops application contingency planning to ensure availability to users.
Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
Participate in application releases, from development, testing and deployment into production.
Engages in post implementation analysis to ensure successful system design and functionality.
Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
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.
Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
Acts as advisor or coach to new or lower level analysts.
Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
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.
Bachelor's/University degree or equivalent experience
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