Application Support Intermediate Analyst - Officer

Citigroup Inc.; Mississauga; On-site; CAD 60,000 - 80,000; Full time

Job summary

Citigroup Inc. is seeking an Application Support Intermediate Analyst in Mississauga, Canada to handle app support and business integration issues. The role requires providing support for users and collaborating with technology partners to resolve complex issues.

Candidates should have a Bachelor's degree and two years' experience, with strong knowledge in SQL, ServiceNow, and customer service skills. The position promotes independence and problem-solving abilities in technology applications.

Qualifications

• Basic knowledge or interest about app support procedures and concepts.
• Two or more years of experience preferred.
• Ability to evaluate complex situations and communicate effectively.

Responsibilities

• Provide technical and business support for users of Citi Applications.
• Act as a liaison between users/traders and internal technology groups.
• Analyze applications to identify risks and security issues.

Skills

SQL (Oracle, MSSQL, Mongo)

Customer service

Communication skills

Team player

Education

Bachelor’s/University degree or equivalent experience

Tools

ServiceNow

ITRS

AppDynamics

ELK

Linux

Job description

The Application Support Intermediate Analyst is a developing professional role that handles most problems independently and can solve complex issues through solid application support and business integration.

Responsibilities

• Provides technical and business support for users of Citi Applications.
• Uses knowledge of app support procedures and basic technical areas to field issues and queries from stakeholders, providing short‑term resolutions and collaborating with relevant technology partners for long‑term remediation.
• Develops a comprehensive understanding of how app support areas collectively contribute to business goals.
• Acts as a liaison between users/traders, internal technology groups, and vendors.
• Participates in disaster recovery testing.
• Participates in application releases from development, testing, and deployment into production.
• Performs post‑release checkouts after application releases and infrastructure updates and develops and maintains technical support documentation.
• Considers implications of technology application to the current environment.
• Analyzes applications to identify risks, vulnerabilities and security issues.
• Resolves problems by identifying and selecting solutions and cooperating 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.
• Operates with limited direct supervision and exercises independence of judgement and autonomy.
• Acts as SME to senior stakeholders and/or other team members.
• Appropriately assesses risk when business decisions are made, demonstrating 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.

Required Qualifications

• Basic knowledge or interest about app support procedures, concepts and other technical areas.
• Working knowledge of SQL (Oracle, MSSQL, Mongo), ServiceNow, ITRS, AppDynamics, ELK.

Preferred Qualifications

• Two or more years’ experience.
• Knowledge of Linux, ETL, Java, ECS.
• Participation in process improvements.
• Experience or interest in standardization of procedures and practices.
• Basic business knowledge and understanding of financial markets and products.
• Knowledge/experience of problem management processes/tools.
• Understanding of how one’s sub‑function integrates within the function and commercial awareness.
• Ability to evaluate complex situations using multiple sources of information and communicate effectively to persuade and influence.
• Customer service, communication and interpersonal skills.
• Knowledge of the business and its technology strategy.
• Clear and concise written and verbal communication skills.
• Knowledge of issue tracking and reporting using tools.
• Team player.
• Ability to plan, organize and prioritize workload.
• Appropriate communication with relevant stakeholders.

Education

• Bachelor’s/University degree or equivalent experience.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools or apply for a career opportunity, please review Citi’s accessibility statement.

View Citi’s EEO Policy Statement and the Know Your Rights poster.