Change Management Analyst

As a Change Manager you have a unique opportunity to get exposure to every line of business and service that Citi offers. Everything from Retail / Commercial Banking, Payment Processing, Trade/Security processing, Online/Mobile Channels and others. We are a learning organization, meaning every situation gives us information that you will use to continually evolve our process and tooling.

The ideal individual for this role will have a good blend of technical and soft skills. Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up/down/across a Global enterprise, and is attentive to detail. Experience in large scale Business/Technology Operations, Service Management / or Business/App Support organization would certainly be an asset but should not discourage anyone with the core skills described here from applying.

You will make a difference by understanding Citi's lines of business including customer segment and franchise critical services and developing a keen understanding of the applications and infrastructure components that support these business functions.

You as a Change officer should have minimum knowledge on a wide-range of enterprise technologies, such as distributed services (server and database), network, mainframe, middleware (message queues, ESBs), storage, web architecture, and virtualization.

Your job responsibilities include the following:

• Monitor change requests in ServiceNow and ensure to review changes within the defined Service Level Agreement
• Ensure RFC's (Requests for Change) follow documented Change Management requirements and standards; Ensure changes are within the green zone or low peak period of the business operations for optimum system availability and reliability
• Host and handle the weekly Change Advisory Board meetings
• Prepare and publish the agenda for CAB meetings to technology and business partners and change coordinators
• Be sensitive to critical care countries to minimize the risk and impact to customers/stakeholders
• Consolidate forward schedule of changes and assist to resolve any scheduling conflicts
• Track change requests that have not been acted upon in a timely manner and take appropriate action to educate our clients
• Prepare, distribute management reports and analyze critical change metrics
• Review failed changes and coordinate with requesters to ensure they are closed with correct closure code and follow up with Change requesters to close their changes with appropriate closure code
• Identify areas of waste and collaborate with peers to recommend improvements in the form of automation, consolidation or elimination to drive efficiency and superior client experience

The ideal associate for our agile team of Change officers require these qualifications:

• Broad experience in an IT related operational support role
• Fundamental experience with ITIL methodologies
• Experience with enterprise level service management tools (e.g., Service Now) preferred
• Creative thinker who challenges the status quo
• Strong analytic/diagnostic skills and attention to detail
• Ability and confidence to act with decisiveness on critical decisions
• Ability to multi-task and make good judgments in a dynamic, high stress environment.
• Ability to challenge information if the response does not fit the situation
• Excellent telephone, strong verbal and written communication skills
• ITIL Certifications with equivalent work experience required

Education:

• Bachelor of Science in Computer Science or IT / University degree or equivalent experience.

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

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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