IT Business Sr Analyst - C12 - CHENNAI

The IT Business Senior Analyst is an intermediate-level position responsible for liaising between business users and technologists to exchange information in a concise, logical and understandable way in coordination with the Technology team. The overall objective of this role is to contribute to continuous iterative exploration and investigation of business performance and other measures to gain insight and drive business planning.
Responsibilities:

• Formulate and define systems scope and objectives for complex projects and foster communication between business leaders and IT
• Consult with users and clients to solve complex system issues/problems through in-depth evaluation of business processes, systems and industry standards and recommends solutions
• Support system change processes from requirements through implementation and provide input based on analysis of information
• Consult with business clients to determine system functional specifications and provides user and operational support
• Identify and communicate risks and impacts, considering business implications of the application of technology to the current business environment
• Act as advisor or coach to new or lower level analysts and work as a team to achieve business objectives, performing 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.

Qualifications:

• 5-8 years of relevant experience
• Experience in data analysis with intermediate/advanced Microsoft Office Suite skills
• Proven interpersonal, data analysis, diplomatic, management and prioritization skills
• Consistently demonstrate clear and concise written and verbal communication
• Proven ability to manage multiple activities and build/develop working relationships
• Proven self-motivation to take initiative and master new tasks quickly
• Demonstrated ability to work under pressure to meet tight deadlines and approach work methodically with attention to detail

Education:

• Bachelor's degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

• Support Issue/Incident (INC) oversight to drive timely resolution in partnership with offshore production support teams, to enable pseudo 24/7 engagement for our Retail Partners, driving timely resolution and Partner by Partner communications as required by our Partner contracts.
• Lead Overnight (US hours) IT Single Point of Contact (IT SPoC) to enable critical contractual support and Partner by Partner communications during Priority 1 INCs and Major Incidents overnight and on weekends (rotational Single Point of Contact, rSPoC). This includes Internal and External updates to relevant parties to ensure transparency and timely communications until the issue is mitigated or resolved.
• Act as the subject matter expert on Partner Integration, maintenance, oversight, monitoring
• Maintain a working knowledge of CRS Partner network diagrams and communicate how the Partners technology interacts with Citi systems.
• Coordinate and deliver timely updates to our Partners, responded to Partner inquiries, and investigate/report Partner level Service Level Agreement impacts.
• 24/7 On Call Technology Partner Support requiring flexible work schedule.
• ServiceNow Incident Management (aligned Partners) - Review of raw data and reports to identify where possible repeat incidents are occurring across the organization and manage issues through to resolution.
• Standard Issue Engagement & Oversight – engage teams to drive timely mitigation and resolution, ensuring communication and transparency throughout to minimize escalations.
  • Investigate issues and trends to identify and eliminate root causes, implementing and enhancing alerts and controls where needed to prevent recurrence.
  • Coordinate working sessions with the external Partner and Citi resources, while ensuring necessary parties engage for joint troubleshooting
  • Root Cause Communications – drive teams to identify and detail issue root cause according to Partner expectations and request and tailor needed Partner facing communications.
• Major Incident Monitoring and Communication - participation in rotational on-call schedule (rSPoC) to engage, respond, drive resolution, and facilitate internal and external communications during major incidents impacting CRS and our Retail Partners
  • Review and communicate postmortem details per Partner expectations and request, including root cause, proposed long-term solutions, and process enhancements/controls.
• Monthly Release monitoring and communications as scheduled.
• Partner User Acceptance Testing/Validation that may require off-hour engagement
• Holiday Readiness Partner Testing and Support – scheduling, coordination, and communications
• Holiday Command Center Support – Captain of command center to ensure eyes- on-glass monitoring and enable issue tracking, reporting, and communications.
• Partner Infrastructure Updates and Renewal – networks, firewalls, circuits, whitelisting Ips, certificates, keys; Identify and document system deficiencies and recommends solutions to key stakeholders.
• Financial Settlement oversight, as needed to resolve issues – data discrepancies and file issues
• Partner Alert Monitoring & Escalation

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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.

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