Infrastructure Senior Tech Analyst Assistant Vice President

Citi•Tampa, FL

About The Position

Citi’s IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The IT Service Management Request Management Process Analyst is a key member of the IT Service Management Office and supports the end-to-end management of one or more ITSM processes. As an IT Service Management Request Management Process Specialist, you will help create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for the Technology Request Management process at Citi. Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will help set process strategy, develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs. Key Responsibilities Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, business goals, risk tolerance, and customer experience goals Working in conjunction with key stakeholders, for developing and executing Citi’s IT Request Management strategy globally and enterprise wide. This includes establishing Citi’s IT Request Management roadmap for both process and tooling Support governance boards and councils; secure alignment on priorities, funding, and KPIs Drive an integrated model linking process, service, platform, and data decisions Maintain authoritative standards procedures and control objectives; ensure audit readiness. Standardize process and workflows to improvement efficiency and reduce operational risk Own the backlog of process enhancements, prioritizing by value, risk reduction, and strategic fit. Partner with stakeholders to shepherd improvements from ideation through realization. Serve as the “voice of the process” to executives, platform teams, and frontline support Tailor messaging, visuals, and tone of communications to audiences for clear, data-drive decision making Lead customer satisfaction survey design, scoring, and action planning. Stay active in ITSM communities, conferences, and analyst briefings; inject external best practices into the roadmap For changes to tooling, conduct end-to-end testing of processes, documenting technical testing and end-user UAT testing scenarios. End-user training when process/tooling changes are introduced, including, conducting application and implemented business process demonstrations and trainings to end-users and stakeholders, and conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays. GENERAL CHARACTERISTICS FOR SUCCESS: The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes: Pro-active, can-do approach Customer focus Accuracy and attention to detail Personal commitment/Flexibility Excellent interpersonal and communication skills Demonstrable ability to multi-task and prioritize effectively Dynamic, enthusiastic, confident, reliable team member Strong performance record with history of increased responsibility EXPERIENCE & EDUCATIONAL PREFERENCES Deep working knowledge of ITIL v4 – Foundation required; Managing Professional preferred. 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience. Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design. Conversant across infrastructure, applications, and cloud technologies Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences. Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders. Knowledge of large enterprise controls (SOX, ISO) and audit remediation Experience scaling ITSM processes for global organizations SharePoint designer / design experience a plus ServiceNow CIS-ITSM or PMP/PMI-ACP a plus Familiarity with Jira Service Management and Jira a plus Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus Lean Six Sigma/Black Belt advantageous

Requirements

Deep working knowledge of ITIL v4 – Foundation required; Managing Professional preferred.
5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.
Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.
Conversant across infrastructure, applications, and cloud technologies
Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences.
Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders.
Knowledge of large enterprise controls (SOX, ISO) and audit remediation
Experience scaling ITSM processes for global organizations

Nice To Haves

SharePoint designer / design experience a plus
ServiceNow CIS-ITSM or PMP/PMI-ACP a plus
Familiarity with Jira Service Management and Jira a plus
Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus
Lean Six Sigma/Black Belt advantageous

Responsibilities

Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, business goals, risk tolerance, and customer experience goals
Working in conjunction with key stakeholders, for developing and executing Citi’s IT Request Management strategy globally and enterprise wide. This includes establishing Citi’s IT Request Management roadmap for both process and tooling
Support governance boards and councils; secure alignment on priorities, funding, and KPIs
Drive an integrated model linking process, service, platform, and data decisions
Maintain authoritative standards procedures and control objectives; ensure audit readiness.
Standardize process and workflows to improvement efficiency and reduce operational risk
Own the backlog of process enhancements, prioritizing by value, risk reduction, and strategic fit.
Partner with stakeholders to shepherd improvements from ideation through realization.
Serve as the “voice of the process” to executives, platform teams, and frontline support
Tailor messaging, visuals, and tone of communications to audiences for clear, data-drive decision making
Lead customer satisfaction survey design, scoring, and action planning.
Stay active in ITSM communities, conferences, and analyst briefings; inject external best practices into the roadmap
For changes to tooling, conduct end-to-end testing of processes, documenting technical testing and end-user UAT testing scenarios.
End-user training when process/tooling changes are introduced, including, conducting application and implemented business process demonstrations and trainings to end-users and stakeholders, and conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays.

Benefits

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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