Technical Support Analyst

hace 6 días

Xico, México Citi A tiempo completo

Job Summary:

The Technical Support Analyst is a key role within Citi's Applications Support team, responsible for providing technical and business support to users of Citi Applications. This role requires a strong understanding of applications support procedures and concepts, as well as basic knowledge of other technical areas.

Key Responsibilities:

  • Field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long-term remediation.
  • Develop a comprehensive understanding of how areas of applications support collectively integrate to contribute to achieving business goals.
  • Act as a liaison between users/traders, interfacing internal technology groups and vendors.
  • Participate in disaster recovery testing.
  • Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions.
  • Cooperate with Development colleagues to prioritize bug fixes and support tooling requirements.
  • Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
  • Exchanges ideas and information.
  • Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
  • Performs other duties and functions as assigned in a concise and logical manner.

Requirements:

  • 2-5 years of experience in applications support or a related field.
  • Basic knowledge or interest in applications support procedures, concepts, and other technical areas.
  • Participation in some process improvements.
  • Previous experience or interest in standardization of procedures and practices.
  • Basic business knowledge/understanding of financial markets and products.
  • Knowledge/experience of problem management tools.
  • Understanding of how own sub-function integrates within the function and commercial awareness.
  • Evaluates (sometimes complex) situations using multiple sources of information.
  • Developed communication and diplomacy skills to persuade and influence.
  • Good customer service, communication, and interpersonal skills.
  • Good knowledge of the business and its technology strategy.
  • Consistently demonstrates clear and concise written and verbal communication skills.
  • Knowledge of issue tracking and reporting using tools.
  • Good all-round team member.
  • Effectively shares information with other support team members and with other technology teams.
  • Ability to plan and organize workload.
  • Ability to communicate appropriately to relevant stakeholders.

Education:

Bachelor's/University degree or equivalent experience.

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