Assistant Vice President - Infrastructure End User Process Improvement Analyst

Citigroup Inc   •  

Irving, TX

Industry: Accounting, Finance & Insurance


5 - 7 years

Posted 174 days ago

This job is no longer available.


The role is a individual contributor role and plays a vital role in driving world-class Service Management, and Service Quality initiatives for the core End User Products and Services at Citi.

This position works for the Service Quality Management team within End User Core Infrastructure Services. The position demonstrates an in-depth understanding of Service Management disciplines (Incident, Problem, Change, Configuration) and applies them to improve our End User Service Delivery and Support. The role is also responsible for performing in-depth operations analysis for the purpose if improving service, measuring and reporting key performance indicators and increasing customer satisfaction for the end user services by improving operational processes, and key interactions. The role is responsible for driving service improvement initiatives via collaborations with all critical stakeholder teams including Customer Operations, CATE and CTI Product Management.

In CTI we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.


Provide expert process knowledge of Service Support and Delivery and serve as a liaison for other IT and Business Service owners.

Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.

Drive Service Improvement initiatives to enhance the customer experience with our products and services.

Working closely with the Client Service and Product Owner Teams to align with functional requirements and meet business needs.

Coordination with associated Support and Delivery teams to define and maintain key entity and configuration item relationships across all critical IT Services.

Work closely with the Solutions Delivery teams ensuring robustness, scalability, and global applicability of tool solution(s) to ensure all Service Support and Delivery process definitions can be automated and measured so that all key Service Level Objective and Key Performance Indicators are tracked and reported..

Driving productivity, recommending improvements and remediation, and operational excellence using quality methodologies to identify opportunities for improvement.

Create and maintain documentation of implemented solutions.

Core Role Competencies

Effective Communications: Is able to effectively communicate in a number of communication settings (one on ones, small groups most commonly), understands the need to adjust to partners, and provides timely and useful information to others across the organization, encouraging open expression of ideas and opinions.

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

Technical Knowledge: Applies in-depth/comprehensive knowledge of specialty area (s)/subject domain to assume responsibility for large, complex system(s) / initiatives.

Risk Management: Examines and defines factors that could adversely affect task completion, delivery or achievement of customer satisfaction. Evaluates controls to help mitigate negative outcomes through prevention, detection and correction. Identifies the risks of negative outcomes, including inadvertent error or fraud. Ensures ongoing compliance with regulatory requirements.

Processes/Procedures: Ensures processes and procedures are in place for self and others to use. Seeks ways to improve existing processes, making adjustments or recommending reengineering improvements.

Managing Innovation: Identifies assumptions and sees alternative ways to view or define problems. Is not constrained by thoughts or approaches of others. Views situations from multiple perspectives; brainstorms multiple approaches and solutions and can take a creative idea and put it into practice.

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.


5 years of progressive IT support and/or IT delivery technical experience

1 - 2 years of daily experience with Service Now and Microsoft Excel.

Knowledge of any or all of Qlikview, Cognos or Splunk is beneficial.

Expert knowledge of ITIL (or equivalent) IT Support and/or Delivery process framework, Demonstrated technical analysis, problem solving skills, and understanding of complex IT systems.

Expert data analytic skills to review comprehensive service performance data and report against objective targets and defined service level objectives.

Proven leadership abilities, working with diverse project teams.

Strong interpersonal, oral, and communication skills with both technical and functional team members at all levels of the business. Can effectively translate functional business requirements into technical specifications.

Ability to multi-task across projects and teams, against aggressive schedule targets.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.