Citi Group Applications Support Sr Analyst 

Canada, Ontario 

74271896

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 Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Performs application support and technology governance management of third party vendor Software as a Service (SaaS) applications and ensures compliance of all managed applications with Citi's IT and IS policies.
• 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 escalate to business and technology management in a timely manner.
• Management and oversight of applications portfolio from technology perspective
• Maintaining current and complete application information repository, and keeping it compliant with regulatory obligations and internal processes, policies, and standards.
• Subject matter expertise for designated applications and functional areas to support business and technology processes such as Vulnerability Assessment, Multi-Factor Authentication, Single Sign-On
• Participation in global and regional initiatives to support business and technology driven projects
• Gathering data and documentation necessary to complete the Third Party onboarding and ongoing Citi security policy requirements.
• Manage a rigorous schedule of third party vulnerability assessments and ensure third party vendors' expected performance is rendered and supported, along with the identification of any critical third party risk issues.•
• Planning and facilitating meetings with Third Party and internal stakeholders, taking all meeting minutes and managing any follow up activities relevant to Third Party performance.
• Facilitate the escalation of high risk Third Party incidents or perpetual performance failures affecting the compliance to Citi's Information Security Standards
• Active monitoring of applications to identify policy compliance risks, vulnerabilities, and security issues
• Work closely with the Information Security, Risk and Control, and vendor teams to ensure compliance of HR applications with Citi’s IS policies
• Identify and communicate risks and impacts and propose risk mitigation options, considering business implications of the application of technology to the current business environment
• 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:

• 4+ years experience in supporting SaaS application.
• Consistently demonstrate clear and concise written and verbal communication
• Proven interpersonal skills and ability to build strong partnerships
• Proven ability of using analytical, interpretive and problem-solving techniques
• Must be a self-starter and able to work independently in a fast paced global environment.
• Willing to work on EMEA hours is a must to support the business users located in the APAC, EMEA and NAM regions
• Practical knowledge of software and integration architecture including authentication, authorization, data management, architecture diagram and information security
• Knowledge Public Cloud Architecture (e.g. AWS, Azure, Google Cloud, etc.)
• Single Sign On implementation experience
• Multifactor Authentication (MFA) Implementation experience
• Experience working within global teams an advantage
• Knowledge and prior experience in application development and support a must
• Advanced experience with MS Excel and Office, MS Teams, Jira and SharePoint, a definite advantage
• Skilled at working with third party service providers
• 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 stakeholder

Education:

• Bachelor’s/University degree or equivalent experience

Time Type:

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