4 days old

Global Channel Testing Sr. Analyst

New Castle, DE 19720
The Project Senior 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.


+ Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.

+ Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.

+ Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.

+ Ensures resources are assigned to project & monitor commitment.

+ Ensures change control is executed throughout project.

+ Identifies, documents, and understands project dependencies.

+ Identifies key stakeholders who participate in project scope definition.

+ Tracks actual project costs, identify variances, and reforecast project costs as needed.

+ Measures project management performance against standards.

+ Ensures appropriate project staffing levels.

+ Establishes project communication needs and create project communication plan.

+ Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.

+ Facilitates the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.

+ Participates in the delivery of internal communications enabling the business officers to effectively service clients.

+ Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.

+ Manages and coordinates the business, Citibank and Regional projects with focus on Development and Change Management.

+ Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.

+ Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.

+ Regularly undertakes a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.

+ Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units

+ Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.

+ Drafts and communicates any staff briefs, including system changes.

+ Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.

+ Conducts ongoing research on effective mediums and tools to improve the communications.

+ 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.


+ 5-8 years of experience

+ Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.

+ Working knowledge of call center Technologies including systems, technologies and system work practices.

+ Knowledge of HR policies and procedures.

+ Knowledge of Call Center industry.

+ Previous customer service management experience within a call center setting.

+ Tertiary qualifications desirable.

+ Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail


+ Bachelors/University degree or equivalent experience

Override above with this:

**Position Description**

The focus of the Global Channel Testing Sr. Analyst role within the Global Channel Testing and Readiness team will be to drive organizational success through managing software testing related to the client facing CitiDirect and CitiConnect applications. The teams responsibilities include Production Verification Testing related to end-to-end business scenarios against new functionality, as well as to ensure existing functionality continues to perform as expected. The role includes developing test plans and tester training, along with coordinating regional readiness and managing test execution activities.

The position is responsible for partnering across various disciplines, stakeholders, and regions. The candidate must have prior success organizing teams, be proficient with written and verbal communications and have experience in either software testing, software development and deployment, production support or release management. Experience working in a project environment, from project initiation and planning through the execution and closing phase, would be beneficial.

**Specific Responsibilities**

+ Coordinate the CitiDirect and CitiConnect PVT activities including test planning, test documentation development and training plan development and delivery.

+ Ensure test script design, execution and the identification of issues or defects are completed in a timely manner.

+ Coordinate cross-functional interfaces with Tech/Dev, Product Management, QC/UAT and Vendor Partners for all major and minor software releases to ensure success is realized in the Production environment.

+ Provide reporting metrics from scope planning through post-implementation project evaluation.

+ Provide clear and concise release status reports and regular management updates.

+ Support CitiDirect Libraries and Maps, and Solution Packages across regions.

+ Ensure vendor performance is monitored and action plans developed if performance warrants.

+ Formulate and incorporate successes and lessons learned through retrospectives into best practices.

+ Support the road to success from a manual test script design and execution environment to an automated environment using model-based testing tools.

+ The position includes coordinating approximately ten (10) vendor staff.

+ Monday-Friday work schedule, with periodic weekend support required.


+ Demonstrated project experience in a complex, multi-regional environment.

+ Demonstrated process management skills, including the creation of effective process documentation, identifying areas for improvement and successfully implementing them, and ensuring effective controls are in place.

+ Ability to build and manage strong relationships with internal and external stakeholders.

+ Strong customer focus and management of partner and client expectations.

+ Strong verbal and written communication skills with ability to present thoughts and ideas to management.

+ Experience with MS Office tools, particularly with Excel and PowerPoint.

+ Ability to influence within and across departmental and regional boundaries.

+ At least three (2) years of experience in software testing, a technology position or in a project management role.


+ Bachelors degree or equivalent experience


**Job Family Group:**

Project and Program Management


**Job Family:**

Project Management


**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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Global Channel Testing Sr. Analyst

New Castle, DE 19720

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