Application Support Analyst, Citi

Citi

Location:
United States, Irving ▼
Jacksonville

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

96400.00 - 144600.00 USD / Year

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Job Description:

The Application Support Analyst will be part of the Contact Center Operations team, responsible for maintaining and improving critical applications used in Citi's global operations. This role involves providing technical and business support, ensuring stability and functionality, analyzing and resolving complex issues, participating in application releases, and acting as a liaison between technology teams and end-users. The successful candidate will bring strong analytical skills, technical expertise, and experience within cloud technologies, IVR systems, and Generative AI. Additionally, the role requires effective communication and the ability to operate with minimal supervision.

Job Responsibility:

Provides technical and business support for users of Citi Applications, including providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements
Maintains application systems that have completed the development stage and are running in the daily operations of the firm
Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality
Conducts start of day checks, continuous monitoring, and regional handover
Performs same day risk reconciliations
Develops and maintains technical support documentation
Identifies ways to improve the potential of the applications used
Assesses risk and impact of production issues and escalates in a timely manner
Ensures storage and archiving procedures are in place
Formulates and defines scope and objectives for application enhancements and problem resolution
Reviews and develops application contingency planning
Partners with development and production support to prioritize bug fixes
Participates in application releases including testing and deployment into production
Engages in post implementation analysis to ensure system design and functionality
Considers implications of technology applications to current environment
Identifies risks, vulnerabilities and communicates impact
Ensures procedures are followed and defines operating standards
Acts as a liaison between users, internal technology teams, and vendors
Raises problems to appropriate technology and business teams
Acts as advisor or coach to new analysts
Directly impacts business by ensuring quality work
Performs other duties and functions as assigned
Operates with autonomy and limited supervision

Requirements:

5+ years experience in an Application Support, Business Analyst, or TPM role
Provide primary operational support for critical contact center applications, including live chat, chatbot platforms, and Interactive Voice Response (IVR) systems
Leverage expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications to ensure high availability and performance of contact center solutions
Apply knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs) to support and optimize intelligent automation within the contact center environment
IVR experience is a significant plus
Utilize project management and business analysis tools such as Jira, Confluence, MS Project, PowerPoint, Excel, etc. for tracking, reporting, and collaboration
Demonstrate advanced domain expertise in chatbot and IVR technologies
prior experience with GenAI in a contact center context is highly desirable
Experience installing, configuring or supporting business applications
Experience with some programming languages and willingness/ability to learn
Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
Demonstrated analytical skills
Issue tracking and reporting using tools
Knowledge/experience of problem Management Tools
Good all-round technical skills
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholder

Nice to have:

Prior experience with GenAI in a contact center context
IVR experience is a significant plus

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 holidays
Discretionary and formulaic incentive and retention awards

Additional Information:

Job Posted:
September 05, 2025

Expiration:
September 12, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Application Support Analyst