Citi Group ServiceNow Project Lead Analyst - Vice President 

United States, Florida, Tampa 

930188439

Responsibilities:

• Responsible for the day to day management of executing to milestones and budget on one or more projects/workstreams, primarily for ServiceNow CSM.
• Assess applicability of project plans, scope documents, charters, stakeholder management plans, acceptance plans, and project/workstream issue logs as needed to deliver the teams Book of Work.
• Work with Project Sponsors/Operations teams to ensure business case/cost benefit analysis is in line with business objectives and confirm project plans meet business needs as described in the project initiation documents.
• Is the strategic SME for the ServiceNow CSM platform and it's current/future use cases within Business Operations Shared Services.
• Has experience developing/configuring ServiceNow CSM and its additional modules; e.g., Surveys, Dashboards, Reporting, Platform Analytics, etc.
• Ensure all stakeholders are identified and included in scope definition activities and understand the project schedule, key risks and milestones.
• Ensure vendor and technology team performance is monitored and actions taken if performance warrants.
• Provides sophisticated analysis with interpretive thinking to define problems and develop innovative solutions.
• Directly affects the business by influencing strategic functional decisions through advice, counsel or provided services.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• 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:

• 6-10 years relevant experience
• Prior industry experience.
• Prior ServiceNow CSM development/configuration experience with experience as a strategic SME for the platform
• Fully knowledgeable on the day-to-day activities of ServiceNow CSM and the relevant modules
• ServiceNow CSM Certifications Preferred
• Basic understanding of the firm's different businesses and the related economics
• Possesses a comprehensive understanding of how ServiceNow CSM supports the Customer Service Management of Operational teams goals and how the platform collectively integrate with Operations to contribute towards achieving business objectives

Education:

• Bachelor’s/University degree, Master’s degree preferred

Anticipated Posting Close Date:

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