Technical Program Management 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 Technical Program Management Analyst operates within the Contact Center Operations team, providing technical and business support for Citi's critical applications. Responsibilities cover maintaining application stability, quality, and functionality with a focus on contact center solutions such as live chat, chatbot platforms, and IVR systems. This role also offers opportunities to leverage and optimize Generative AI, Machine Learning, and cloud technologies. Ideal candidates will have experience in application support, project management tools, and problem-solving within dynamic environments.

Job Responsibility:

Provides technical and business support for users of Citi Applications, including quick resolutions to app issues
Maintains application systems that are running in the daily operations of the firm
Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality
Start of day checks, continuous monitoring, and regional handover
Perform same day risk reconciliations
Develop and maintain technical support documentation
Identifies ways to maximize the potential of the applications used
Assess risk and impact of production issues and escalate to business and technology management
Ensures storage and archiving procedures are functioning correctly
Defines scope and objectives for complex application enhancements
Reviews and develops application contingency planning
Partners with development and production support areas to prioritize bug fixes
Participates in application releases including development, testing, and deployment into production
Engages in post-implementation analysis to ensure successful system design and functionality
Identifies risks, vulnerabilities, and security issues
Raises problems to technology and business teams while adhering to SLAs
Acts as advisor or coach to new analysts
Directly impacts quality of work
Involved in support project items such as Stability, Efficiency, and Effectiveness initiatives

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:

IVR experience
GenAI in a contact center context

What we offer:

Medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid vacation time
sick leave
paid holidays

Additional Information:

Job Posted:
October 02, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Technical Program Management Analyst