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Citi · 23 hours ago

Infrastructure Senior Tech Analyst Assistant Vice President

Tampa, FL

Full-time

Onsite

Mid, Senior Level

$87K/yr - $131K/yr

5+ years exp

Citi is a global financial services company, and they are seeking an IT Service Management Request Management Process Analyst to support the management of ITSM processes. The role involves developing and executing the IT Request Management strategy, maintaining standards, and driving continuous improvements in service delivery.

BankingFinanceFinancial Services

H1B Sponsor Likely

Responsibilities

Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, business goals, risk tolerance, and customer experience goals

Working in conjunction with key stakeholders, for developing and executing Citi’s IT Request Management strategy globally and enterprise wide. This includes establishing Citi’s IT Request Management roadmap for both process and tooling

Support governance boards and councils; secure alignment on priorities, funding, and KPIs

Drive an integrated model linking process, service, platform, and data decisions

Maintain authoritative standards procedures and control objectives; ensure audit readiness

Standardize process and workflows to improvement efficiency and reduce operational risk

Own the backlog of process enhancements, prioritizing by value, risk reduction, and strategic fit

Partner with stakeholders to shepherd improvements from ideation through realization

Serve as the “voice of the process” to executives, platform teams, and frontline support

Tailor messaging, visuals, and tone of communications to audiences for clear, data-drive decision making

Lead customer satisfaction survey design, scoring, and action planning

Stay active in ITSM communities, conferences, and analyst briefings; inject external best practices into the roadmap

For changes to tooling, conduct end-to-end testing of processes, documenting technical testing and end-user UAT testing scenarios

End-user training when process/tooling changes are introduced, including, conducting application and implemented business process demonstrations and trainings to end-users and stakeholders, and conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays

Qualification

ITIL v4ServiceNowProcess ManagementIncident ManagementChange ManagementLean Six SigmaCommunication SkillsCustomer FocusInterpersonal SkillsFlexibility

Required

Deep working knowledge of ITIL v4 – Foundation required; Managing Professional preferred

5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience

Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design

Conversant across infrastructure, applications, and cloud technologies

Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences

Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders

Knowledge of large enterprise controls (SOX, ISO) and audit remediation

Experience scaling ITSM processes for global organizations

Preferred

SharePoint designer / design experience a plus

ServiceNow CIS-ITSM or PMP/PMI-ACP a plus

Familiarity with Jira Service Management and Jira a plus

Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus

Lean Six Sigma/Black Belt advantageous

Benefits

Medical, dental & vision coverage

401(k)

Life, accident, and disability insurance

Wellness programs

Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Company

Citi

Glassdoor3.8

Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Founded in 1812

San Antonio, Texas, USA

10001+ employees

https://www.citi.com

H1B Sponsorship

Citi has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2020 (901)