System Operations Lead Analyst

Citi’s RMO Systems Operations for Non-Employee functions is a centralized model supporting Citi’s Non-Employee utility tools by delivering a best in class end-to-end global system operations support for management of the non-employee staff population. - The System Ops Lead Analyst will manage the production support team who works shifts through its team members located in the US, Philippines, India and Costa Rica to ensure global coverage. - Evaluates moderately complex and variable issues with potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. **Responsibilities**: - This role will manage a small team of production support analysts strategically located in Philippines, India and Costa Rica. - Support activities include incident ticket management, system configuration service request fulfillment, system change request implementation, system entitlement management, testing support and data issue resolution. - Assumes leadership role within the team, is involved in the coaching and training of new recruits, and provides guidance and support to junior staff - Defines, develops, implements and tracks appropriate margin related KPIs and SLAs - Has responsibility for volume, quality, timeliness and delivery of complex deliverables often related, but not limited to processes for the team - Accountable for integrity of process, operations and associated results - Responsible for detailed analysis of issues where the best course of action is not evident from the information available, but actions must be recommended/taken - Creates, develops and maintains effective relationships with colleagues, management, stakeholders, and seeks to understand their needs and provides solutions - Subject matter expert to lead the team to drive and implement business initiatives, solutions, and/or projects. - Develops and exercises business plans, policies and procedures, and demonstrates an ability to lead projects, offer innovative solutions and cost saving opportunities - Assess service quality and identifying areas for process improvement, service or technology enhancements. - Requires advanced analytical skills to filter, prioritize and validate potentially complex material from multiple projects, thereby defining problems and developing solutions - Stays abreast of developments within the processing function and considers the impact to the business - Supports a wide range of global internal clients (Staffing Office, Sourcing, Operations and technology). **Qualifications**: - At least 10 years relevant experience - Reasonable knowledge of business processes, systems and tools used in non-employee management process. - Documentation and business requirement skills - Demonstrate understanding of System Operations Procedures, Products and Services - Adequate ability to identify, mitigate, manage, resolve, and escalate risks and issues - Awareness of risk types, policies and control measures and processes - Comply with applicable laws, rules, and regulations, and adhering to Policies - Very strong interpersonal skills with an ability to develop strong partnership with stakeholders - Must be proactive on activities and result driven. Ability to identify and implement process improvement activities. Strong problem solving skills. - Strong Verbal and written communications skills **Education**: - Bachelor’s/University degree, Master’s degree preferred C13 - **Job Family Group**: Technology - **Job Family**: Business Analysis / Client Services - **Time Type**: Full time - 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. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting