Description

Risk Systems Support (RSS) is a global unit that belongs to the Global Production Assurance (GPA), CTO organization. This team stands as aSingle Point of Contact and a One Stop Shop for users to escalate Training Queries, Exposure Investigations, Data Quality Investigations, Reports/Data Requests, Business Admin activities or Technology Issues related to ICG and CCB Credit and Operational Risk applications (CitiRisk Approvals, CitiRisk Credit, CitiRisk Facility Management, CitiRisk Commercial, Optima CRR, etc.).

Risk Systems Support Intermediate Analyst will operate as an Individual Contributor and SME for RSS NAM team in Tampa, where the organization is building its capabilities as part of the CTO global location strategy. RSS Tampa team is responsible for supporting NAM, Mexico and some LATAM countries. He/she will report to the Risks Systems Support Tampa Team Leader and will collaborate with the Regional RSS teams.

This role includes the following responsibilities:

• Resolve user problems by acting as a level 2 Subject Matter Expert Analyst.
• 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; proposing creative solutions or workarounds (when applicable).
• Provide ad hoc/informal user training by identifying users requiring assistance with
• Risk systems.
• Ensure all referrals 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 (FAQ/knowledge base). Update the knowledge base when issues are identified which need documentation 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 RSS Team Leader if necessary.
• Use existing query tools to prepare ad-hoc reports as needed when available reports do not meet users requirements.
• Work with other team members to provide efficient and timely results.
• Analyze and interpret the data from the risk systems, making comparable analysis, recommending options and courses of action.
• Work closely with other parties such as GPA Production Support, FRI Project Mgrs or
• ETS when required to resolve issues.
• Prioritize, schedule and complete any other ad-hoc tasks as assigned by RSS NAM
• Team Lead.
• Ensure adherence of GPA objectives and strategies into day-to-day objectives for the team. Track operational processes to ensure high quality services are provided.
• Direct the organization towards continuous improvements and service delivery through automation, eliminating inefficiencies.
• Be result-oriented and willing to take ownership of engagements.

Qualifications

BS or equivalent degree in Computer Science or equivalent field

2+ years of experience in providing ongoing business support in Risk or Operations 2+ year experience with providing Level 2 Support.

2+ years’ experience with Credit Processes and Risk Systems.

Knowledge of Investment Banking and Trading products

Competence in database application (Access, iSQL, Hyperion)

Strong problem solving and analytical skills

Collaborative work style and ability to work with a variety of people/functional areas resulting in high quality and timely deliverables

Ability to deliver high quality work under pressure

Diplomacy and influence skills to build partnerships and succeed in complex initiatives.

C11

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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