The Infrastructure Senior Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

Responsibilities:

• Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services
• Drive Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
• Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
• Provide technical/strategic direction and act as advisor/coach to lower level analysts
• Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
• Responsible for overall operating system applications
• Contribute to technical direction and strategic decisions
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• 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:

• 8+ years of experience in Infrastructure Technologies delivery with a proven track record of operational process change and improvement
• Ability to communicate technical concepts to non-technical audience
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Experience in a Financial Services or large complex and/or global environment preferred
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills

Digital Workplace Client Services

Digital Workplace Client Services (DWCS) provides the tools that enable and empower Citi's 250K staff to be productive, to collaborate effectively, and to eliminate repetitive work— also providing technology support and enabling the technology for Citi events, desktop upgrades, and the end-user hardware lifecycle.

The mission of Digital Workplace Client Services is to provide simple-to-use services and exceptional workspace experiences that enable Citi's global workforce to gain maximum benefit from the technology and applications we use to serve our clients and operate our company.

This position is an integral part of Global Client Services. Global Client Services is a global function within CTI, responsible for the provision of end user support to Citi’s workforce. They are focused on creating outstanding Technology support experiences for Citi’s workforce; with each experience characterized by ease of interaction, speed of delivery and technical excellence. The Global Client Services team take genuine ownership of the IT matter and do their very best to ensure Citi’s workforce are able to be as productive as possible. The Global Client Services team are responsible for supporting CTI end user services, and enabling the technology for Citi events, desktop upgrades and the end user hardware lifecycle (provision, support, upgrade, end of life).

Specific technologies used by the team : · MS Office Professional (All Flavours) · MS Outlook / Exchange · Various O/S Knowledge e.g. Windows 10, 11, MAC · Good Understanding of Networks/Connectivity including TCP/IP/DHCP/DNS/VPN · Mobile Apps (MS 0365, MS Authenticator) · Helpdesk / Call Management system e.g. Service Now SaaS, Genesys · VDI (Virtual Desktop Infrastructure) · Onsite and Remote Work technical requirements · Active Directory

Specific responsibilities : Demonstrate sound understanding of technology infrastructure and end user computing concepts and principles to provide support to Citi’s workforce · Apply comprehensive understanding of how multiple areas collectively integrate within technology infrastructure to contribute towards achieving business objectives · Assist with customer service critical issues, addressing customer concerns in a timely manner and ensuring all parties are kept apprised of resolution status · You will actively identify gaps, including in processes and procedures in the organization and partner with peers and other groups to implement changes · Ensure service management and lifecycle program and

innovating and reengineering processes through technological advancements · Respond to customer communication channels (inbound/outbound calls, chats, etc) in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console. · Directly assist clients with any end-user issue for general faults, request identification and resolution. · Dealing with customer non-fault related requests e.g. Moves, Changes and Installations, data and application access, including setting up for new hires for technology requirements. · Ability to identify and diagnose issues efficiently.

Minimum qualifications required : · Respond to customer communication channels (inbound/outbound calls, chats, etc) in a professional and efficient manner, dealing with and resolving asmany desktop issues as possible over the phone and by

remote console. · Directly assist clients with any end-user issue for general faults, request identification and resolution. · Dealing with customer non-fault related requests e.g.Moves, Changes and Installations, data and application access, including setting up for new hires for technology requirements. · Ability to identify and diagnose issues · MS Office Professional (All Flavours) · Operational Systems knowledge (Windows, Mac, etc.) · High level of technical ability, investigation and problem solving · Ability to work across functions and reporting lines to drive and achieve results· Technical Knowledge: Has a recognizable area of technical competence. Familiar with appropriate standards. Applies subject domain knowledge to meet

organizational need/guide actions. Keeps up with current and possible future technological developments in the field. · Processes/Procedures: Ensures processes and procedures are in place for self and others to use. Seeks ways to improve existing processes, adjusting or recommending reengineering improvements. · Customer and Industry Knowledge: Consistently applies a business driver and marketplace focus when prioritizing actions. · Risk Management: Conducts reviews of activities to

ensure work in compliance with risk objectives, uses Citi's risk management methods. Execution Excellence: Gets involved in a project or initiative that has many actions and uncompromising time frames. Follows through on commitments and takes ownership to ensure that others follow through as well. · Effective Communication: Can effectively communicate across a number of communication settings and regularly does so. Takes time to consider what the partner knows and cares about, drafts messages, and rehearses so that they are confident delivering the content of the message. Seeks input, checks understanding and presents message in different ways to improve understanding. · Problem Solving and Decision Making: Makes sound decisions. Considers relevant factors and uses appropriate decision-making criteria and principles. When making decisions, uses a mix of analysis, wisdom, experience and discernment. Assesses business needs, anticipates problems. Works independently and is self-directed.

Education:

• Bachelor’s/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.

Job Family Group:

Technology

Job Family:

Infrastructure

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

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