Citi
Back Office/Contact Center Operations – Application Support Analyst Assistant Vi
Citi, Irving, Texas, United States, 75084
Overview
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. The Back Office/Contact Center Operations – Application Support Analyst is a professional role within the Contact Center Operations team in Citi’s Operations Technology group. The role applies in-depth disciplinary knowledge, contributes to the development of new techniques and process improvements, and supports stable, secure and efficient application operations in the back office and contact center environments. Location: Irving, Texas, United States • Time Type: Full time • Primary Location Full Time Salary Range: $96,400.00 - $144,600.00 Responsibilities
Provides technical and business support for users of Citi Applications, delivering quick resolutions to issues and driving stability, efficiency, and effectiveness improvements to support the business. Maintains and operates applications that have completed development and run in daily operations. Manages, maintains, and supports applications and their operating environments with a focus on stability, quality, and functionality against service level expectations. Performs start-of-day checks, continuous monitoring, and regional handovers. Conducts same-day risk reconciliations. Develops and maintains technical support documentation. Identifies ways to maximize the potential of the applications used. Assesses risk and impact of production issues and escalates to business and technology management in a timely manner. Ensures storage and archiving procedures are in place and functioning correctly. Defines scope and objectives for complex application enhancements and problem resolution. Reviews and develops application contingency planning to ensure availability to users. Partners with development and production support areas to prioritize bug fixes and support tooling requirements. Participates in application releases, from development through testing and deployment into production. Engages in post-implementation analysis to ensure successful system design and functionality. Considers implications of technology use in the current environment, identifies risks, vulnerabilities, and security issues; communicates impact. Ensures essential procedures are followed and helps define operating standards and processes. Acts as liaison between users/traders and internal technology groups and vendors. Raises problems with appropriate technology and business teams while adhering to Service Level Agreements. Acts as advisor or coach to new or lower-level analysts; provides evaluative judgment in complicated situations. Directly impacts the business by ensuring quality of work and guiding related teams; exhibits strong communication and diplomacy. Ownership of Support Project items covering Stability, Efficiency, and Effectiveness initiatives; performs other duties as assigned. Qualifications
5+ years of experience in an Application Support, Business Analyst, or TPM role. Primary operational support for critical back office and contact center applications, including workflow, live chat, chatbot platforms, and IVR systems. Expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications to ensure high availability and performance of contact center solutions. Apply knowledge of Generative AI (GenAI), ML, and LLMs to support and optimize intelligent automation within the contact center environment; IVR experience is a significant plus. Use project management and BA tools (Jira, Confluence, MS Project, PowerPoint, Excel) for tracking, reporting, and collaboration. Advanced domain expertise in workflow, chatbot, and IVR technologies; prior GenAI experience in back office operations and contact center context is highly desirable. Practical problem solving, strategic thinking, leadership, and interpersonal skills; service-oriented attitude. Ability to work in a fast-paced environment; experience leading requirement gathering for multiple large development projects. Proficient with basic technical tools and systems; strong interpersonal and communication skills. Education
Bachelor’s/University degree or equivalent experience Other Information
Most Relevant Skills: See requirements listed above. Other Relevant Skills: See above and/or contact the recruiter. Additional Details
Anticipated Posting Close Date: Sep 29, 2025 Equal Opportunity: Citi is an equal opportunity employer; candidates are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. Reasonable accommodations available; see Accessibility at Citi and EEO Policy statements for details.
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Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. The Back Office/Contact Center Operations – Application Support Analyst is a professional role within the Contact Center Operations team in Citi’s Operations Technology group. The role applies in-depth disciplinary knowledge, contributes to the development of new techniques and process improvements, and supports stable, secure and efficient application operations in the back office and contact center environments. Location: Irving, Texas, United States • Time Type: Full time • Primary Location Full Time Salary Range: $96,400.00 - $144,600.00 Responsibilities
Provides technical and business support for users of Citi Applications, delivering quick resolutions to issues and driving stability, efficiency, and effectiveness improvements to support the business. Maintains and operates applications that have completed development and run in daily operations. Manages, maintains, and supports applications and their operating environments with a focus on stability, quality, and functionality against service level expectations. Performs start-of-day checks, continuous monitoring, and regional handovers. Conducts same-day risk reconciliations. Develops and maintains technical support documentation. Identifies ways to maximize the potential of the applications used. Assesses risk and impact of production issues and escalates to business and technology management in a timely manner. Ensures storage and archiving procedures are in place and functioning correctly. Defines scope and objectives for complex application enhancements and problem resolution. Reviews and develops application contingency planning to ensure availability to users. Partners with development and production support areas to prioritize bug fixes and support tooling requirements. Participates in application releases, from development through testing and deployment into production. Engages in post-implementation analysis to ensure successful system design and functionality. Considers implications of technology use in the current environment, identifies risks, vulnerabilities, and security issues; communicates impact. Ensures essential procedures are followed and helps define operating standards and processes. Acts as liaison between users/traders and internal technology groups and vendors. Raises problems with appropriate technology and business teams while adhering to Service Level Agreements. Acts as advisor or coach to new or lower-level analysts; provides evaluative judgment in complicated situations. Directly impacts the business by ensuring quality of work and guiding related teams; exhibits strong communication and diplomacy. Ownership of Support Project items covering Stability, Efficiency, and Effectiveness initiatives; performs other duties as assigned. Qualifications
5+ years of experience in an Application Support, Business Analyst, or TPM role. Primary operational support for critical back office and contact center applications, including workflow, live chat, chatbot platforms, and IVR systems. Expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications to ensure high availability and performance of contact center solutions. Apply knowledge of Generative AI (GenAI), ML, and LLMs to support and optimize intelligent automation within the contact center environment; IVR experience is a significant plus. Use project management and BA tools (Jira, Confluence, MS Project, PowerPoint, Excel) for tracking, reporting, and collaboration. Advanced domain expertise in workflow, chatbot, and IVR technologies; prior GenAI experience in back office operations and contact center context is highly desirable. Practical problem solving, strategic thinking, leadership, and interpersonal skills; service-oriented attitude. Ability to work in a fast-paced environment; experience leading requirement gathering for multiple large development projects. Proficient with basic technical tools and systems; strong interpersonal and communication skills. Education
Bachelor’s/University degree or equivalent experience Other Information
Most Relevant Skills: See requirements listed above. Other Relevant Skills: See above and/or contact the recruiter. Additional Details
Anticipated Posting Close Date: Sep 29, 2025 Equal Opportunity: Citi is an equal opportunity employer; candidates are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. Reasonable accommodations available; see Accessibility at Citi and EEO Policy statements for details.
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