Risk Systems Support (RSS) is the single point of contact Globally for users of Risk Architecture applications. It is a One Stop Shop for users to escalate Training Queries, Data Requests, Data Quality Issues or Technology Issues related to ICG and CCB Risk Applications.
Risk Operations Analyst I is expected to :
Provide high quality support to users of the risk systems by offering proactive and timely investigation and tracking through to final resolution of issues.
Provision of first level support to the global team as well as to end users in all aspects of the risk systems and associated issues.
Provide support to other team members of the helpdesk team, assisting in identification of knowledge gaps and refinement of processes as circumstances or requirements change.
Log user referrals by entering them into Service Now.
Provide ad hoc / informal user training by identifying users requiring assistance with risk systems.
Resolve user problems by acting as first level support for the helpdesk. Provide information by answering questions and requests as they come across the helpdesk via email or phone.
Determine, and advise the cause of the problems that affect day-to-day functionality of the systems. Where possible propose creative solutions or workarounds.
Ensure all referrals are followed through to completion on a timely basis, with follow-ups occurring in accordance with published performance standards / service level agreements.
Prevent recurrence of database and user problems by analyzing problem management records (FAQs / knowledge base). Update the knowledge base when issues are identified which need to be documented for future reference.
Service customers by maintaining quality service and operations. Analyzing, defining, developing and providing results and anticipate trends in a timely manner.
Contribute to team effort by accomplishing related results as needed.
Escalate relative information by forwarding to 2nd level support if necessary.
Prepare special reports as needed that are not readily available to the users by using the query tools available. Work with other team members if required to provide efficient and timely results.
Develop analyze and interpret the data from the risk systems, making comparable analyses, recommending options and courses of action.
Work closely with the other regional Helpdesk teams to ensure knowledge sharing and transfer of best practices.
Work closely with other parties such as technology when required to resolve issues.
Prioritise, schedule and complete any other adhoc tasks as assigned by Helpdesk manager.
Qualifications : Skills :
Fluent in English
Knowledgeable in MS Office based applications
Strong verbal and written communication skills
Ability to work with multiple teams and stakeholders
Ability to manage a work slate of numerous projects
High level of attention to detail
Good client focus
Bachelor’s / University degree or equivalent experience
Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - PH
Time Type : Full time
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