Apps Support Intmd Analyst

Apps Support Intmd Analyst

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you will have the opportunity to grow your career, give back to your community, and make a real impact.

Job Overview

The Apps Support Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses’ core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• The Apps Support Intmd Analyst provides technical and business support for users of Citi Applications.
• Utilizes 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.
• Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Participates in disaster recovery testing.
• Participate in application releases, from development, testing and deployment into production.
• Perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.
• Considers implications of the application of technology to the current environment.
• Analyzes applications to identify risks, vulnerabilities and security issues.
• Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation 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; impacts own team and closely related work teams.
• Exchanges ideas and information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned in a concise and logical manner.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and/or other team members.
• 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.

Qualifications:

• 4+ years of experience in a technical support role, preferably in an enterprise IT environment.
• Basic understanding of application functionality, operating systems (Windows, macOS), and network connectivity.
• Proficiency in using IT ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Excellent verbal and written communication skills; ability to explain technical issues clearly to non-technical users.
• Strong customer focus, patience, and empathy; commitment to providing a positive user experience.
• Analytical thinking and a methodical approach to diagnosing and resolving issues.
• Ability to listen carefully to user descriptions of problems to understand the core issue.
• Ability to work collaboratively within a support team and escalate issues effectively.
• Capacity to learn new technologies and adapt to evolving technical environments.
• Ability to prioritize and manage multiple support requests efficiently.
• Strong problem-solving and analytical skills with an attention to detail.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Customer-focused with a strong commitment to service excellence.
• Ability to work in an Offshore/Onsite support model.

Preferred Experience:

• Experience in private banking or Consumer Banking terminology.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).
• Experience with financial services applications or systems.
• Familiarity with remote support tools.

Education:

• Bachelor’s/University degree or equivalent experience.