Citi Group Customer Service/Helpdesk Application Support Analyst B11 - Hybrid 

United States, Delaware, Newark 

237231205

• Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry.
• Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
• Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
• Maintain or exceed key performance identifiers at or above published expectations.
• Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.
• Validation of high dollar amount file transmissions and escalate as needed.
• Conduct user recertification process, user account management, security reporting, on-board/maintain agency and financial institution accesses in multiple applications.
• Remain up-to-date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary.
• Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners.
• Assist with the customer onboarding of new products for supported applications.
• Send communications to an audience of up to 20,000 global customers for multiple applications.
• Assist with User Acceptance Testing for new features and functions and perform post application release validations, compile results and report to Technology Teams.
• Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.
• Support the training and development of other team members and drive positive change to improve the client’s experience.
• Support senior team members during stretch assignments.
• Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage.
• Manage process documentation including creating, reviewing and updating as needed.
• Adhere to compliance PII and SBU standards and stay up to date on required training.
• May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.

Job qualifications:
• 3+ years' experience in Help Desk and/or application support
• Previous Customer Service experience preferred
• Bachelor's degree or equivalent job experience
• Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems
• Proficient in all Microsoft applications
• Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels
• Ability to present technical/analytical information to both non-technical and technical audiences
• Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment
• Detail oriented with good organizational skills
• Superior analytical abilities and innovative thinking skills
• Ability to assess complex processes and deliver practical solutions
• A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
• Knowledge of Public Sector business a plus

• Schedule: Monday - Friday, 11:30am - 8pm

• Office is located in Newark, DE

• ​Ability to work remotely 2 days a week (PC and phone)

Anticipated Posting Close Date:

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