Avp Project Sr Analyst

The Project Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge of ServiceNow CSM, contributing to the development of new techniques and the improvement of processes and workflow for the area or function. Integrates ServiceNow CSM subject matter and industry expertise to support the System and Analytics Data Utility ServiceNow CSM deployment. 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. 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. Involved in coaching and training of new team members. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:
Ensure creation of configuration project plans, stakeholder management plans, acceptance plans, and central project issue log.
Identify key stakeholders who will participate in configuration project scope definition. Identify, document, and understand project dependencies.
Ensure appropriate resources are assigned to project & monitor commitment.
Ensure change control is executed throughout project.
Establish project communication needs and support creation of project communication plan.
Measure project management performance against standards.
Manage, maintain, and support assigned applications and their operating environments, focusing on stability, efficiency, quality, configurability, and functionality
Technical support of ServiceNow for REQs, Incidents, Change Management, Portal, Application, Chat, Virtual Agent, Configurable Workspace, Skills, and other CSM features in ServiceNow
Subject matter expert on adopting, implementing, and troubleshooting solutions to improve Customer Service Management (CSM) capabilities in ServiceNow
Act as a lead and architect to handle architectural changes, new module implementation, third party system Integrations, infrastructure management and system performance issues
Identify tangible metrics and implement reporting and dashboards to track the metrics
Ensure the delivery of solutions are in-line with ServiceNow best practices, reducing customizations as much as possible
Design, prototype, implement, test, and deploy solutions in ServiceNow
Participate in end-to-end application releases from development, testing and deployment into production
Participate in post implementation analysis to ensure successful system design and functionality
Actively engage in activities aimed at streamlining, simplifying, and standardizing processes across Citi's ServiceNow modules and use cases.
Partner with product owners, process owners, and other business leaders to build Service Management solutions sharing ideas, explaining technical terms to non-technical colleagues, and providing training on technical topics
Develop and maintain technical support documentation
Keep learning! Continuously improve skills by staying up to date on the latest technologies.
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.

Qualifications:
Hands on experience with ServiceNow platform administration, configuration, design, support, and troubleshooting
Prior roles should include experience with ServiceNow to identify the best solutions for ServiceNow enhancements, with a focus on improving the overall user experience and effectiveness of the process
Understands ServiceNow functionality and is able to communication technical implications of system design
Experience in Reporting and Performance Analytics
Strong process reengineering skills, including the ability to understand the why behind processes and offer suggestions on how to streamline and improve functionality and processes
Ability to find issues and problems, generate solutions and choose alternatives using basic root cause analysis
Willingness to ask questions, challenge the process and seek out answers
Ability to work independently and take ownership of various parts of a project or initiative
Excellent organizational skills, time management skills, sharp analytical and problem-solving skills
Service Now certifications are a plus
Preferred experience with some programming languages and willingness/ability to learn
Experience in ATF, Java and Java script is a plus
Good understanding of the core platform components like business rules, client scripts, UI scripts, forms, CSS, and glide scripting
Solid technical background with understanding and/or hands-on experience in software development
6+ years of experience as a hands-on engineer, configurator and/or developer
4+ years managing ServiceNow or similar Service Management products

Education:
Bachelor's/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Project Management------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location:
Tampa Florida United States------------------------------------------------------
Primary Location Full Time Salary Range:
$87,280.00 - $130,920.00
In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
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Anticipated Posting Close Date:
Nov 19, 2024------------------------------------------------------
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.

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