Do you enjoy working with talented people from diverse backgrounds?
Are you willing to partner with multiple teams across diverse functions to optimize IT services?
Are you passionate about technology and have the skills necessary to support one of the largest IT Service Management functions in the world?
We might have a career for you!
CAREER OPPORTUNITY:
Citi’s IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The Change Management Process Analyst is a key part of the Service Management Office organization, helping to define, lead, and drive our Enterprise Change Management process strategy in partnership with key customers and stakeholders.
As a Change Management Process Analyst, you will help create, develop, and be accountable forboth short, medium, and long-term continuous improvement strategy for IT Change Management at Citi
Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will develop an IT Change Management continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs.
FUNCTIONAL ROLE & RESPONSIBILITIES:
In this role you will be responsible fordefining and driving Citi’s Enterprise IT Change Management strategy in partnership with our key customers and stakeholders. You will work closely with global and regional colleagues to ensure a consistent and effective IT Change Management strategy is executed globally.
KEY RESPONSIBILITIES:
Learning, with deep expertise, the Citi designed ITSM processes of Change, Incident and ProblemManagement and related integrations, service catalog, and service portal.
Working in conjunction with key stakeholders, for developing and executing Citi’s IT Change Management strategy globally and enterprise wide. This includes establishing Citi’s IT Change Management roadmap for both process and tooling (ServiceNow).
Collaborate with business stakeholders to ensure thoroughly capture technical and functional requirements.
Standardizing and leveraging industry-best IT Change Management practices and solutions to drive operational efficiency and reduce risk
For changes to tooling, conducting end-to-end testing of processes in SIT, UAT, and Production environments, documenting technical testing and end-user UAT testing scenarios including identifying required CMDB data to support testing, creating UAT testing scenarios for automated testing frameworks (ATF), troubleshooting, and triaging failed UAT test scenarios and documenting any defects uncovered, testing of defects/stories in SIT.
End-user training when process/tooling changes are introduced, including, conducting application, and implemented business process demonstrations and trainings to end-users and stakeholders, and conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays.
Organizational Change Management of process and tooling changes.
Customer Satisfaction Surveying & Scoring.
ServiceNow Process Enhancement Pipeline / Book of Work.
Analyzing, assessing, and introducing new ServiceNow capabilities.
Industry Immersion and Influencing of ServiceNow Roadmap.
Governancematuration.
Audit / Regulatory support.
Other ITSM business analyst / process needs as identified by management.
GENERAL CHARACTERISTICS FOR SUCCESS:
The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:
Pro-active, can-do approach
Customer focus
Accuracy and attention to detail
Personal commitment/Flexibility
Excellent interpersonal and communication skills
Demonstrable ability to multi-task and prioritize effectively
Dynamic, enthusiastic, confident, reliable team member
Strong performance record with history of increased responsibility
EXPERIENCE & EDUCATIONAL PREFERENCES
Minimum of 5 years of experience as an ITSM business analyst.
Minimum of 3 years of experience working with the ServiceNow platform as an ITM business analyst.
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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.
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