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The Production Support Analyst II will represent Public Sector Lockbox with the day-to-day management ofProduction Support issues, initiatives and implementations for the Operations Units across 4 sites in Delaware,Irving, and Buffalo. This role will play an active role in technical and automated related projects includingrequirement creation, review, and project execution. This role will act as a level one/level two escalation pointwithin the Operations Production Support team. This position requires previous experience within a technical orproduction support environment. This shift is 2nd Friday- Monday 1:00PM -10:30PM. CTResponsibilities:
Candidate will know the production workflow for all operational processes from start to finish ensuring ability to provide support where necessary from a technical, application or hardware aspect.
Understand the workflow, applications and hardware associated with the 32 IBML high speed sorting and scanning machines; the workflow of the TMS, Parascript keying platform and any other applications that support the Public Sector Lockbox processing; the ECP process inclusive of cutoff, file management, transmission and escalation with the ECP support teams (service and Technology) and Federal Reserve Bank.
Strong knowledge of the photo image management process and system utilized in Public Sector Lockbox as well as the Photo Image Quality system process inclusive of the color management process and application as well as the impact to the client.
Candidate will support the ongoing effort of the automation transformation initiative to reduce manual touchpoints and will ensure interconnectivity between all current software to the main tracking system.
Candidate will be responsible for software and hardware mechanics involving Autonomous Mobile Robots, Inventory Tracking System, Conveyor Belts Systems, Mail Sorting Machines, Light up Pick/Pull Systems and Commercial Tape banding Machines.
Support software mapping of multiple building locations for the autonomous robots.
Perform testing on software releases from the vendors involved in the transformation project
Manage the end of day extract and transmissions process for all Public Sector agency clients. This requires knowledge of the Mainframe process and the active release of files and reports to the clients accurately and timely. This will also include the validation, audit tracking and reporting of all Public Sector Mainframe activities.
Client interaction on a daily basis.
Routine interaction with 9 hardware and software vendors.
Ability to document all technical, application and hardware related processes/procedures and train all levels of the operations teams that are supported by Production Support as well as new team members accordingly. This training could also extend to other cross-functional teams such as Receivables Technology.
Support periodic audit reviews for team and related hardware management.
Actively participate in project teams addressing systemic upgrades, new application development and hardware upgrades.
The candidate will also support user acceptance testing (UAT) where needed on Citi applications and assist in application rollout.
Manage/support weekly Green Zone activities and annual COB tests.
Provide support or back-up to the Production Support/UAT Team Manager
Qualifications
Bachelor's degree or equivalent work experience required
Previous experience required in Production Support, Application Support, Business Analysis, or Project Mgmt.
Manage IBML Scanner and other operational hardware as needed.
Knowledge of Public Sector Lockbox Operation required
Strong leader and results oriented
Strong written and verbal communication skills
Leadership capability – managing escalated issues within team
Ability to approach processes and issues proactively (looks for improvement needs and process changes)
Strong interpersonal, analytical, and problem solving skills
Ability to implement process improvement strategies
Proven ability to manage multiple tasks. Must be able to adapt to change and provide support in a fast paced environment
Multi-tasking and assertive with high energy
Ability to quickly grasp operational processes and change
Ability to work independently and be a self-starter
Strong documentation skills: reports, meeting minutes, notes
Ability to communicate technical specs and solutions to a non-technical audience
Highly PC literate – Intermediate to advanced knowledge of Excel (will be creating spreadsheet, pivot tables, formulas), MS Word, PowerPoint. Knowledge of Access and Visio would be a plus.
Excellent prioritization capabilities
Flexible with work schedule with capability and desire to provide support on short notice, either onsiteor via remote.
Job Family Group:Operations - Transaction ServicesJob Family:Cash ManagementTime Type:Full timePrimary Location:Irving Texas United StatesPrimary Location Salary Range:$59,790.00 - $83,420.00Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf) .View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeoaapolicy.pdf) .View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf)Citi is an equal opportunity and affirmative action employer.Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
Full-time