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 IT Citi Pay SPoC will support Connected Commerce – Production Management and Support Model for Merchants and 3rd Party Distributors for our retail Partners. As an IT Single Point of Contact (IT SPoC) for Citi Merchant Services Credit (MSC) Partner Management & Operational Excellence Production Assurance team you must regularly engage and lead cross functional teams, including Technology, Operations, Risk, and Partner Management teams, to understand retail Partner(s) and Merchants structure, processes, and IT operations. IT SPoCs support Service Level Agreements/Service Level Objectives adherence through incident monitoring and communications, change control adherence, and reporting. Technical incident engagement is required to drive timely resolution to system and servicing impacts related to customers, Merchants, 4th party Commerce Platforms, Distributors, Enablers, or Citi. IT SPoCs enable year-round readiness/stability and quality improvement programs. This requires continuous communication with Citi Executives, Production Management, Incident Management and L1/L2. This role requires a flexible work schedule. While primary work hours are M-F 8AM-5PM, certain activities or events may require off-hour/night and weekend engagement.

Responsibilities:

• Assess risk when business decisions are made, demonstrating consideration for Citi, its clients and assets, by driving compliance with laws, rules and regulations, adhering to Policy, applying sound ethical judgment, conduct and business practices, and escalating, managing and reporting control issues with transparency.

• Identify and communicate risks and impacts and propose risk mitigation options, considering business, Customer, Merchant, Partner implications of the application of technology to the current business environment.

• Provide in-depth and sophisticated analyses with interpretive thinking to define problems, develop innovative solutions and influence strategic functional decisions.

• Consult with business clients to determine system functional specifications and partner with multiple management teams and other units to meet organizational objectives.

• Consult with users and clients to solve complex system issues/problems through in-depth evaluation of business and IT processes, systems, infrastructure, applications, and flows, and data

• Evaluate new IT developments and evolving Partner/Merchant needs and recommend appropriate systems alternatives and/or enhancements to current systems.

• Act as the subject matter expert on Partner/Merchant Integration, maintenance, oversight, monitoring

• Maintain a working knowledge of CRS Partner/Merchant network diagrams

• Coordinate and deliver timely updates to our Partners/Merchants, respond to inquiries, and investigate/report Service Level Agreement/Service Level Objective impacts.

• Has the ability to operate with a limited level of direct supervision.

• Can exercise independence of judgement and autonomy.

Qualifications:

• 5-8 years of relevant experience preferred

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

Scope of Work

• Technology Partner/Merchant Support requiring flexible work schedule, including some off-hour/overnight and weekend support as needed.

• Change Control Communication - Coordinate Partner/Merchant and Citi changes with internal and external contacts to ensure changes are successfully carried out with minimal disruption to the IT services.

• ServiceNow Incident Management - Review of raw data and reports to identify where possible repeat incidents are occurring across the organization and manage issues through to resolution.

• Support the Distributor and/or Enabler who manage Citi Pay technical issues with the Merchant and own driving issue resolution for Citi causing/impacting events.

• 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/Merchants and Citi resources, while ensuring necessary parties engage for joint troubleshooting

• Root Cause Communications – drive teams to identify and detail issue root and tailor as needed for appropriate Partner/Merchant 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/Merchants

• Review and communicate postmortem details per Partner/Merchant expectations and request, including root cause, proposed long-term solutions, and process enhancements/controls.

• IT oversight to ensure timely engagement, communication & resolution to Citi Pay related audit Issues.

• Monthly Release monitoring and communications

• Partner/Merchant User Acceptance Testing/Validation that may require off-hour engagement

• Holiday Readiness Partner/Merchant Testing and Support – scheduling, coordination, and communications

• Holiday Command Center Support – participation in scheduled shift/role to ensure eyes- on-glass monitoring and enable issue tracking, reporting, and communications.

• Partner/Merchant Infrastructure Updates and Renewal – networks, firewalls, circuits, whitelisting Ips, certificates, keys; Identify and document system deficiencies and recommends solutions to key stakeholders.

• Partner/Merchant Alert Monitoring & Escalation

• Partner/Merchant SLA/SLO Reporting Validation

• Connectivity Request / Connectivity Transfer support and oversight to ensure continuity for our Partner/Merchant connections and Transfers as needed

• Manage Technology Production Management and Support Playbooks - Coordinate and establish standard process with the Enabler, Distributor, and Citi

Job Family Group:

Technology

Job Family:

Business Analysis / Client Services

Time Type:

Full time

Primary Location:

Irving Texas United States

Primary Location Full Time Salary Range:

$87,360.00 - $131,040.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Anticipated Posting Close Date:

Aug 07, 2024

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