Application Support Analyst

2 days ago

Mississauga, Canada Citi Full time

The Application Support Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information.

Responsibilities:

  • The Application Support Analyst provides technical and business support for users of Citi Applications.
  • Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to 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 apps support collectively integrate to contribute to achieving business goals.
  • Act as a liaison between users/traders, interfacing internal technology groups and vendors.
  • Participates in disaster recovery testing.
  • Participate in application releases, from development, testing and deployment into production.
  • Perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.
  • Considers implications of the application of technology to the current environment.
  • Analyzes applications to identify risks, vulnerabilities, and security issues.
  • Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions. Cooperation 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.
  • Can exercise independence of judgement and autonomy.
  • Acts as SME to senior stakeholders and/or other team members.
  • Appropriately assesses 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:

  • 2-5 years experience.
  • Proficiency in Linux/Unix and Windows environments.
  • Database management (Oracle, MSSQL), and the ability to query, troubleshoot, and optimize databases.
  • Experience with monitoring tools like ITRS, Splunk, or Grafana to track system performance and alerts.
  • Basic knowledge or interest about apps support procedures, concepts, and of 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.
  • Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.
  • Issue tracking and reporting using tools.
  • Knowledge/experience of Problem Management Tools.
  • Effectively share information with other support team members and with other technology teams.
  • Evaluates (sometimes complex) situations using multiple sources of information. Developed communication and diplomacy skills to persuade and influence.
  • Ability to plan and organize workload.
  • Preferred knowledge of scripting languages such as Python, Shell, or PowerShell for automation and troubleshooting.

Education:

  • Bachelor’s/University degree or equivalent experience.

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