7 days old

Business Analysis Sr Manager

Irving, TX 75062
**Primary Responsibilities:**

+ Provides expertise in NA IT services and processes for Branch Processes and technology.

+ Manage internal SLAs goals, deadlines associated with the Branch businesses.

+ Review Month Operational review documents and identify opportunities/Challenges and drive these efforts to completion

+ Meet with the Branch Ops daily to review current issues and risks.

+ Define business SLA/SLO/Green Zone/Yellow Zone requirements

+ Partners with Service Delivery and Service Health managers to ensure the Service Management framework is applied to day to day operations.

+ Partners with Level 1 and Level 3 support teams to improve resolution rates, efficiency targets, and organizational Service Level Agreements.

+ Supports the creation and implementation of Service Improvement Plans and root cause remediation activities

+ Consults with primary business clients in conjunction with Development managers to understand strategic objectives, and contributes to the formulation of strategies for support.

+ Support Branch IT Integrations like VMware, OS and other core technology upgrades.

+ Supports monthly Service Reporting, including Customer Experience and Major Incident Reporting.

+ Establishes health check management in partnership with L1 (inventory, thresholds, triggers, tools, scripts, and procedures) maintaining consistency across all apps and domains.

+ Facilitates the shift left of Level 3 activities to Level 2 and Level 2 activities to Level 1.

+ Primary interaction point for Vendors to Production Management.


+ 3+ years development or production support experience supporting mainframe, thin client / thick client applications and voice technologies for NA GCG.

+ An understanding of the Citi Infrastructure environment, Branch applications, voice interaction and business Branch operations.

+ ITIL Foundation certification is a plus, Managers certification will be an asset.

+ Experience with Citi support technologies: Service Now, Splunk, Aternity, workforce management.

**Core Competencies/ Skills:**

+ Ability to work under pressure, self-reliant, reliable, well-organized and able to keep a number of activities in progress in parallel, balancing priorities as necessary

+ Positive can-do attitude

+ Self-starter, takes ownership and accountability for assigned work

+ Focused and determined in getting the job done right,

+ Strong analytical skills, ability to logically break down tasks into smaller manageable parts

+ Ability to identify and manage key risks and issues,

+ Ability to identify, challenge and improve inefficiencies

+ Strong interpersonal skills, within the team, and interacting with multiple levels of management across GCG and CTI organizations.

+ Flexible, proactive, and self-motivated with a proven ability to drive Improvement efforts.


**Job Family Group:**



**Job Family:**

Applications Support


**Time Type:**

Full time


Citi is an equal opportunity and affirmative action employer.

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.

Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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Business Analysis Sr Manager

Irving, TX 75062

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