Citi Pay IT Production Manager- C12

The IT Business Senior Analyst is an intermediate-level position responsible for liaising between business users and technologists to exchange information in a concise, logical and understandable way in coordination with the Technology team. The IT Citi Pay SPoC will support Connected Commerce – Production Management and Support Model for Merchants and 3rd Party Distributors for our retail Partners. As an IT Single Point of Contact (IT SPoC) for Citi Merchant Services Credit (MSC) Partner Management & Operational Excellence Production Assurance team you must regularly engage and lead cross functional teams, including Technology, Operations, Risk, and Partner Management teams, to understand retail Partner(s) and Merchants structure, processes, and IT operations. IT SPoCs support Service Level Agreements/Service Level Objectives adherence through incident monitoring and communications, change control adherence, and reporting. Technical incident engagement is required to drive timely resolution to system and servicing impacts related to customers, Merchants, 4th party Commerce Platforms, Distributors, Enablers, or Citi. IT SPoCs enable year-round readiness/stability and quality improvement programs. This requires continuous communication with Citi Executives, Production Management, Incident Management and L1/L2. This role requires a flexible work schedule. While primary work hours are M-F 8AM-5PM, certain activities or events may require off-hour/night and weekend engagement.

Responsibilities:

• Assess risk when business decisions are made, demonstrating consideration for Citi, its clients and assets, by driving compliance with laws, rules and regulations, adhering to Policy, applying sound ethical judgment, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Identify and communicate risks and impacts and propose risk mitigation options, considering business, Customer, Merchant, Partner implications of the application of technology to the current business environment.
• Provide in-depth and sophisticated analyses with interpretive thinking to define problems, develop innovative solutions and influence strategic functional decisions.
• Consult with business clients to determine system functional specifications and partner with multiple management teams and other units to meet organizational objectives.
• Consult with users and clients to solve complex system issues/problems through in-depth evaluation of business and IT processes, systems, infrastructure, applications, and flows, and data
• Evaluate new IT developments and evolving Partner/Merchant needs and recommend appropriate systems alternatives and/or enhancements to current systems.
• Act as the subject matter expert on Partner/Merchant Integration, maintenance, oversight, monitoring
• Maintain a working knowledge of CRS Partner/Merchant network diagrams 
• Coordinate and deliver timely updates to our Partners/Merchants, respond to inquiries, and investigate/report Service Level Agreement/Service Level Objective impacts.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.

Qualifications:

• 5-8 years of relevant experience preferred
• Experience in data analysis with intermediate/advanced Microsoft Office Suite skills
• Proven interpersonal, data analysis, diplomatic, management and prioritization skills
• Consistently demonstrate clear and concise written and verbal communication
• Proven ability to manage multiple activities and build/develop working relationships
• Proven self-motivation to take initiative and master new tasks quickly
• Demonstrated ability to work under pressure to meet tight deadlines and approach work methodically with attention to detail

Education:

• Bachelor's degree/University degree or equivalent experience

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

Scope of Work

• Technology Partner/Merchant Support requiring flexible work schedule, including some off-hour/overnight and weekend support as needed.
• Change Control Communication - Coordinate Partner/Merchant and Citi changes with internal and external contacts to ensure changes are successfully carried out with minimal disruption to the IT services.
• ServiceNow Incident Management - Review of raw data and reports to identify where possible repeat incidents are occurring across the organization and manage issues through to resolution