Applications Support Sr Analyst

Citigroup Inc.; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Citi in Mexico City is seeking a Senior Applications Support Analyst to provide technical and business support for Citi applications, ensuring stability and efficient operations.

You will work cross-functionally with technology and business teams, review issues, lead and coach colleagues, and ensure adherence to SLAs with a focus on analytical skills and clear communication.

Formación

• 5-8 years experience in an Application Support role.
• Experience installing, configuring or supporting business applications.
• Experience with some programming languages and willingness/ability to learn.
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• Demonstrated analytical skills
• Issue tracking and reporting using tools
• Knowledge/ experience of problem Management Tools.
• Good all-round technical skills
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholde

Responsabilidades

• Provide technical and business support for Citi applications, delivering quick resolutions and improving stability.
• Maintain and operate applications in daily production environments.
• Manage and support applications and operating environments with focus on stability and quality.
• Conduct start-of-day checks and regional handover.
• Perform same-day risk reconciliations.
• Develop and maintain technical support documentation.
• Identify ways to maximize application potential.
• Assess risk and impact of production issues and escalate as needed.
• Ensure proper storage and archiving procedures.
• Define scope/objectives for complex enhancements and problem resolution.
• Review and develop contingency planning for availability.
• Prioritize bug fixes and tooling requirements with development/production teams.
• Participate in releases from development to production.
• Engage in post-implementation analysis for successful design.
• Communicate risks, vulnerabilities, and security issues to stakeholders.
• Ensure procedures and operating standards are followed.
• Act as liaison between users/traders and technology teams.
• Raise problems to proper teams while meeting SLAs.
• Coach new or junior analysts.
• Provide evaluative judgment based on factual analysis.
• Impact business by ensuring quality of work by self and others.
• Exhibit strong communication and diplomacy while sharing complex information.
• Lead Support Project items focused on stability and efficiency.
• Perform other duties as assigned.
• Operate with limited supervision and autonomy.
• Act as SME to senior stakeholders and team members.
• Assess risk in business decisions with regard to firm reputation and compliance.

Conocimientos

Analytical skills

Written & verbal communication

Problem management tools

Experience in Application Support

Educación

Bachelor’s/University degree or equivalent experience

Herramientas

SQL

Oracle Database

Linux

Unix

Descripción del empleo

The Apps Support Sr 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.

Responsibilities

• The Application Support Senior Analyst provides technical and business support for users of Citi Applcations. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
• Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations
• Develop and maintain technical support documentation.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and elevate to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly
• Formulates and defines scope and objectives for complex application enhancements and problem resolution
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Acts as advisor or coach to new or lower level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• 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.

Recommended Qualifications

• 5-8 years experience in an Application Support role.
• Experience installing, configuring or supporting business applications.
• Experience with some programming languages and willingness/ability to learn.
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
• Demonstrated analytical skills
• Issue tracking and reporting using tools
• Knowledge/ experience of problem Management Tools.
• Good all-round technical skills
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to communicate appropriately to relevant stakeholde

Education

• Bachelor’s/University degree or equivalent experience

- Fluent English

- Linux

- Unix

SQL

- Oracle Data Base

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

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