Application Support Intermediate Analyst - Officer

Citigroup; Mississauga; On-site; CAD 113,000 - 157,000; Full time

Job summary

Citi is seeking an Applications Support Intermediate Analyst to deliver technical and business support for Citi Applications in a fast-paced environment. You will address user queries, coordinate with technology teams for remediation, and contribute to disaster recovery testing and deployment cycles.

The role requires a solid grounding in apps support procedures, strong analytical skills, and the ability to communicate complex information clearly to stakeholders.

Qualifications

• Developed understanding of apps support procedures and related technical areas.
• Must have working knowledge of SQL databases and monitoring tools.
• Bachelor’s or equivalent experience is required.

Responsibilities

• Provides technical and business support for Citi Applications.
• Field issues and queries, deliver short-term resolutions and coordinate with tech partners for long-term fixes.
• Develop understanding of how apps support areas integrate to achieve business goals.
• Acts as liaison between users/traders and internal technology groups.
• Participates in disaster recovery testing and application releases.
• Performs post-release checks and maintains technical support documentation.

Skills

Analytical thinking

Communication

Teamwork

Education

Bachelor’s/University degree

Tools

SQL (Oracle, MSSQL, Mongo)

ServiceNow

ITRS

AppDynamics

ELK

Job description

The Application Support Intermediate Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses’ core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• The Apps Support Intmd Analyst provides technical and business support for users of Citi Applications.

• Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.

• Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.

• Act as a liaison between users/traders, interfacing internal technology groups and vendors

• Participates in disaster recovery testing

• Participate in application releases, from development, testing and deployment into production.

• perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.

• Considers implications of the application of technology to the current environment.

• Analyzes applications to identify risks, vulnerabilities and security issues.

• Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation 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.

• 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.

Required Qualifications:

• Basic knowledge or interest about apps support procedures, concepts and other technical areas

• Must have working knowledge of SQL (Oracle, MSSQL, Mongo), ServiceNow, ITRS, AppDynamics, ELK

Preferred Qualifications:

• 2+ years’ experience

• Good to have knowledge of Linux, ETL, Java, ECS

• Participation in some process improvements

• Previous experience or interest in standardization of procedures and practices

• Basic Business knowledge / understanding of financial markets and products

• Knowledge / experience of Problem Management processes / tools

• Understands of how own sub-function integrates within the function and commercial awareness

• Evaluates (sometimes complex) situations using multiple sources of information Developed communication and diplomacy skills to persuade and influence

• Good customer service, communication and interpersonal skills

• Good knowledge of the business and its technology strategy

• Consistently demonstrates clear and concise written and verbal communication skills

• Knowledge of issue tracking and reporting using tools

• Good all round team member

• Effectively share information with other support team members and with other technology teams

• Ability to plan, organize and prioritize workload

• Ability to communicate appropriately with relevant stakeholders

Education:

• Bachelor’s/University degree or equivalent experience

Job Family Group:

Technology

Job Family:

Applications Support

Time Type:

Full time

Primary Location Full Time Salary Range:

$79,320.00 - $110,680.00

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

This job opening is for an existing job vacancy.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their 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 and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View Citi’s EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy) and the Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) poster.

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.