Applications Support Senior Analyst, Citi

Citi

Location:
Poland, Warsaw

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Applications Support Senior Analyst provides quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed. The role involves supporting external clients by addressing and resolving functional and technical inquiries related to digital products, assisting internal users, staying up to date on Citi's digital offerings, gathering client feedback, defining and implementing new procedures, managing resources, developing support materials, conducting product demonstrations, monitoring KPIs, assessing risk, managing applications, and more.

Job Responsibility:

Provide quick resolutions to app issues
Drive stability, efficiency and effectiveness improvements
Provide support to external clients by addressing and resolving functional and technical inquiries related to digital products
Assist internal users by resolving inquiries and issues related to the digital product suite
Stay up to date on Citi's digital offerings and new enhancements
Gather client feedback and collaborate with Digital Product Owners to enhance the platform and user experience
Define and implement new procedures, set up tools, and work with internal teams to improve digital service operations, including regulatory compliance
Manage resources within the Digital Support team to ensure efficient service delivery
Develop and maintain client guides, internal procedures, and other necessary support materials
Conduct product demonstrations for both internal and external clients
Monitor and analyze key performance indicators (KPIs) to track service performance and prepare monthly reports and management
Assess risk when making business decisions, ensuring compliance with laws, regulations, and company policies while maintaining ethical standards and transparency
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
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
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
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
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
Work one weekend day per month to support digital monthly release sanity checkouts, with the option to take one working day off in exchange

Requirements:

2-4 years relevant experience
Quick learner
Customer service skills
Problem solver
Business knowledge
Attention to detail
Excellent oral and written communication skills in English
Presentation and interpersonal skills
Ability to work independently under little supervision
Multi-task
Take ownership of solving issues end-to-end in high-volume situations
Ability to follow up efficiently
Ability to work with other teams to identify root cause of issues and resolve customer problems
Knowledge of French, German, Spanish, or other languages is an advantage
Experience in Private Banking / Wealth Management is an advantage

Nice to have:

Knowledge of French, German, Spanish, or other languages
Experience in Private Banking / Wealth Management

What we offer:

Private Medical Care Program
Life Insurance Program
Pension Plan contribution (PPE Program)
Employee Assistance Program
Paid Parental Leave Program (maternity and paternity leave)
Sport Card
Holidays Allowance
Sport and team recreation activities
Special offers and discounts for employees
Access to an array of learning and development resources
A discretional annual performance related bonus
A chance to make a difference with various affinity networks and charity initiatives

Additional Information:

Job Posted:
April 30, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Applications Support Senior Analyst