Change Management Analyst, Citi

Citi

Location:
Philippines, City of Taguig

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Change Manager you have a unique opportunity to get exposure to every line of business and service that Citi offers. Everything from Retail / Commercial Banking, Payment Processing, Trade/Security processing, Online/Mobile Channels and others. We are a learning organization, meaning every situation gives us information that you will use to continually evolve our process and tooling.

Job Responsibility:

Monitor change requests in ServiceNow and ensure to review changes within the defined Service Level Agreement
Ensure RFC’s (Requests for Change) follow documented Change Management requirements and standards
Ensure changes are within the green zone or low peak period of the business operations for optimum system availability and reliability
Host and handle the weekly Change Advisory Board meetings
Prepare and publish the agenda for CAB meetings to technology and business partners and change coordinators
Be sensitive to critical care countries to minimize the risk and impact to customers/stakeholders
Consolidate forward schedule of changes and assist to resolve any scheduling conflicts
Track change requests that have not been acted upon in a timely manner and take appropriate action to educate our clients
Prepare, distribute management reports and analyze critical change metrics
Review failed changes and coordinate with requesters to ensure they are closed with correct closure code and follow up with Change requesters to close their changes with appropriate closure code
Identify areas of waste and collaborate with peers to recommend improvements in the form of automation, consolidation or elimination to drive efficiency and superior client experience

Requirements:

Broad experience in an IT related operational support role
Fundamental experience with ITIL methodologies
Experience with enterprise level service management tools (e.g., Service Now) preferred
Creative thinker who challenges the status quo
Strong analytic/diagnostic skills and attention to detail
Ability and confidence to act with decisiveness on critical decisions
Ability to multi-task and make good judgments in a dynamic, high stress environment
Ability to challenge information if the response does not fit the situation
Excellent telephone, strong verbal and written communication skills
ITIL Certifications with equivalent work experience required
Bachelor of Science in Computer Science or IT / University degree or equivalent experience

Additional Information:

Job Posted:
August 08, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Change Management Analyst