Applications Support Senior Analyst - Warsaw

Applications Support Senior Analyst - Warsaw

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi’s Application Support team.

By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview

Citi Private Bank is part of Citi Global Wealth - a trusted advisor to the world's wealthiest individuals and their families. Citi Private Bank clients receive white glove service for their needs along with a wide range of products and services. The Apps Support Sr Analyst is a seasoned professional role for the EMEA (Europe, Middle East and Africa) Digital Support team which has been created to support the EMEA region client base with their digital services for Wealth clients. 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. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business.

The Sr. Analyst will collaborate with the Digital Support team and other internal teams to support and enhance digital services for clients. This role serves as the first point of contact for inquiries related to the Private Bank Wealth website and mobile applications available within their region, and may need to assist with other regions digital issues, as needed. Additionally, the associate will act as a advocate, helping clients maximize their digital footprint with relevant platform capabilities available, while working internally to improve processes, and streamlines services to assure a positive user experience.

Evaluates moderately complex and variable issues with substantial 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 in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Work and performance of all teams in the area are directly affected by the performance of the individual.

What you’ll do:

• The Application Support Senior Analyst provides quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.
• Provide support to external clients by addressing and resolving functional and technical inquiries related to digital products.
• Assist internal users by resolving inquiries and issues related to the digital product suite.
• Stay up to date on Citi's digital offerings and new enhancements to ensure accurate support can be provided.
• Gather client feedback and collaborate with Digital Product Owners to enhance the platform and user experience.
• Define and implement new procedures, set up tools, and work with internal teams to improve digital service operations, including regulatory compliance.
• Manage resources within the Digital Support team to ensure efficient service delivery.
• Develop and maintain client guides, internal procedures, and other necessary support materials.
• Conduct product demonstrations for both internal and external clients.
• Monitor and analyze key performance indicators (KPIs) to track service performance and prepare monthly reports and management.
• Assess risk when making business decisions, ensuring compliance with laws, regulations, and company policies while maintaining ethical standards and transparency.
• Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Formulates and defines scope and objectives for complex application enhancements and problem resolution
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Work one weekend day per month to support digital monthly release sanity checkouts, with the option to take one working day off in exchange.

What we’ll need from you:

• 2-4 years relevant experience.
• Quick learner, customer service skills, problem solver, business knowledge, and attention to detail.
• Excellent oral and written communication skills in English, as well as presentation and interpersonal skills.
• Ability to work independently under little supervision, multi-task, and take ownership of solving issues end-to-end in high-volume situations, ability to follow up efficiently.
• Ability to work with other teams to identify root cause of issues and resolve customer problems.
• Knowledge of French, German, Spanish, or other languages, is an advantage
• Experience in Private Banking / Wealth Management, is an advantage

What we can offer you

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits such as:

• Private Medical Care Program
• Life Insurance Program
• Pension Plan contribution (PPE Program)
• Employee Assistance Program
• Paid Parental Leave Program (maternity and paternity leave) 
• Sport Card
• Holidays Allowance
• Sport and team recreation activities
• Special offers and discounts for employees
• Access to an array of learning and development resources 
• A discretional annual performance related bonus
• A chance to make a difference with various affinity networks and charity initiatives

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.