The Applications Support Tech Lead Analyst is a strategic professional who stays abreast of developments within Global Workforce Optimization Products and leads product strategy, adoption and refinement with focus on assisting operational partners on meeting objectives and goals. Recognized technical authority (SME) for the GWFO Products, including Nice Workforce Management, Verint Work Manager, Zebra, IBM PAW and Intradiem. Requires basic commercial awareness of Workforce Management processes and philosophies. Advanced communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.  Strong data analytical skills as well as understanding of technical data integrations and both on-prem and cloud environments.

Responsibilities:

• The Applications Support Tech Lead Analyst is responsible to partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; recommend and implements solutions, and owns the data strategy necessary for product integrations
• Provides expertise in area and an advanced level of understanding of the principles of Product Ownership
• Formulates and defines systems scope and objectives for complex, high impact product enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; documents requirements.
• Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals.
• Works closely with Global Workforce Optimization, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements
• Considers the implications of the application of technology to the current environment.
• Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options.
• Acts as advisor or coach to new or lower level analysts
• Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
• Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services.
• Persuades and influences others through strong and comprehensive communication and diplomacy skills
• 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.

Additional responsibilities

• Defining global strategy for GWFO Products including NICE WFM, Intradiem, IBM PAW, and Zebra
• Partner with change management leads to ensure all process / changes following the approved change management lifecycle
• Work with users, operations and vendors on Product Enhancements
• Support proof of concepts and use cases for new products and existing product functionality
• Lead efforts for RFP requirements
• Own vendor relationships ensuring Third Party (BAO) processes are followed

Qualifications:

• 6-10 years experience with Product Ownership
• 5 years of experience engaging with technology teams and delivering practical solutions to infrastructure build that enables deeper data analysis
• Practical problem solving and strategic thinking skills
• Demonstrated leadership, interpersonal skills and relationship building skills
• Service oriented attitude
• Ability to work in a fast-paced environment
• Experience working or leading requirement gathering efforts for multiple large development projects at one-time
• Proficient using basic technical tools and systems, specifically related to Workforce Management Skills
• Good interpersonal and communication skills

Education:

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

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Primary Location:

Johnson City Tennessee United States

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Primary Location Full Time Salary Range:

$106,800.00 - $160,200.00

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.

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Anticipated Posting Close Date:

Dec 03, 2024

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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