Application Support Intermediate Analyst

The Apps Support Intmd 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 Applcations.
• 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.

Qualifications:

• 2-5 years experience
• Basic knowledge or interest about apps support procedures, concepts and of other technical areas.
• 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 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 and organize workload
• Ability to communicate appropriately to relevant stakeholder

Education:

• Bachelor’s/University degree or equivalent experience

Required Qualifications

Experience: 05-07 years of progressive experience in an Application Support or Production Support role, preferably within a complex enterprise or banking environment.
Operating Systems: Solid IT support experience with UNIX/Linux and Windows server environments, including command-line operations and basic system administration.
Databases: Proficiency in supporting applications interacting with relational databases (e.g., Oracle, SQL Server) and ability to perform basic SQL querying for data analysis and troubleshooting.
Scripting & Automation: Strong proficiency in at least one scripting language (e.g., Python, JavaScript) for automating operational tasks, data extraction, and troubleshooting.
Architecture Understanding: Demonstrated understanding of client-server architectures, including clustered and non-clustered configurations. Familiarity with modern distributed architectures (e.g., microservices, containerization) is beneficial.
Monitoring Tools: Hands-on experience with IT monitoring and alerting tools (e.g., ITRS Geneos, Splunk, Prometheus, Grafana) for proactive issue detection and performance analysis.
Deployment Tools: Experience with application deployment and release management tools (e.g., uDeploy, Release on Demand, Harness).
Networking Fundamentals: Basic to intermediate understanding of networking concepts, including load balancers, firewalls, DNS, and common network protocols (TCP/IP, HTTP/S).
Application Support Lifecycle: Proven experience in the full lifecycle of application support, including installation, configuration, maintenance, and troubleshooting of business applications.
ITSM Tools: Experience with incident management, problem management, and change management processes and tools (e.g., ServiceNow, Jira).

Desired Skills & Qualifications

RPA Tools: Knowledge of or hands-on experience with Robotic Process Automation (RPA) tools such as Automation Anywhere, Xceptor, or Appian for process automation.
RPA Development: Experience in RPA development and implementation using tools like Automation Anywhere or Appian.
Certifications: Relevant certifications in RPA tools (AA, Xceptor, Appian) or other core technologies (e.g., cloud platforms, databases).
Middleware/Reporting: Understanding of WebSphere Application Server architecture and/or Business Objects reporting.
Industry Knowledge: Prior experience supporting banking applications and infrastructure.
Cloud Experience: Exposure to cloud platforms (e.g., AWS, Azure, GCP) and cloud-native application support.
Professional & Soft Skills
Problem-Solving: Exceptional analytical and advanced troubleshooting skills, with the ability to diagnose root causes and implement effective solutions for complex technical issues.
Communication: Outstanding written and verbal communication skills, including the ability to explain complex technical concepts clearly to diverse audiences, including non-IT stakeholders.
Adaptability: Proven ability to perform effectively under pressure, manage multiple priorities, and adapt quickly to changing requirements and reprioritization in a dynamic environment.
Collaboration: Strong interpersonal skills with a track record of effective collaboration, knowledge sharing, and coordination with various technology and business teams.
Process Improvement: Demonstrated initiative and ability to identify opportunities for process optimization and contribute to the continuous improvement of support operations.
Organizational Skills: Excellent organizational and time management skills, capable of planning and prioritizing workload efficiently.
Continuous Learning: A proactive and curious mindset with a strong willingness and ability to quickly learn new technologies, tools, and programming languages.
 

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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