Application Support Analyst, Citi

Citi

Location:
United States, Irving, Texas ▼
Jacksonville, Florida

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

96400.00 - 144600.00 USD / Year

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Job Description:

The Back Office/Contact Center Operations – Application Support Analyst is a professional role operating within the Contact Center Operations team within our Operations Technology group in Citi. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area.

Job Responsibility:

Provides technical and business support for users of Citi Applications
Maintains application systems running in daily operations
Manages, maintains and supports applications and their operating environments
Start of day checks, continuous monitoring, and regional handover
Perform same day risk reconciliations
Develop and maintain technical support documentation
Assess risk and impact of production issues
Ensures storage and archiving procedures are functioning correctly
Formulates scope and objectives for complex application enhancements
Reviews application contingency planning
Partners with development and production support areas
Participate in application releases
Engages in post implementation analysis
Identifies risks, vulnerabilities and security issues
Act as a liaison between users/traders and technology groups
Expected to raise problems while adhering to Service Level Agreements
Acts as advisor or coach to new or lower-level analysts
Active involvement in Support Project items covering Stability, Efficiency, and Effectiveness initiatives

Requirements:

5+ years experience in an Application Support, Business Analyst, or TPM role
Expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications
Knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs)
Experience with workflow, chatbot and IVR technologies
Experience with project management and business analysis tools (Jira, Confluence, MS Project, PowerPoint, Excel)
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
Proficient using basic technical tools and systems
Good interpersonal and communication skills
Bachelor's/University degree or equivalent experience

Nice to have:

IVR experience
Prior experience with GenAI in a back office operations and contact center context

What we offer:

Medical, dental & vision coverage
401(k)
Life, accident, and disability insurance
Wellness programs
Paid time off packages including vacation, sick leave, and paid holidays
Discretionary and formulaic incentive and retention awards

Additional Information:

Job Posted:
September 12, 2025

Expiration:
September 29, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Application Support Analyst