The HRSS STS Service Delivery Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for HR Service Delivery. Integrates subject matter and industry expertise. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires strong analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within team. Involved in coaching and training of new team members. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of HR/HRSS case management teams & overall user experience in HR Help Center are directly affected by the performance of the individual.

Responsibilities:

• Support Service Delivery framework, implementing effective service channels scaled to internal and external end user groups.
• Engagement with HR, GFT and ServiceNow vendor for seamless system operations for HR ServiceNow, Citi For You, Citi Survey and IVR systems.
• Partner with the HR and HRSS Global Process Owners and Pillar leads to develop/maintain intuitive knowledge content tailored to end user groups.
• Support HRSS Change management strategy and implementation
• Analyze HR Help Center data and provide recommendations
• Support CFY/HR Help Center/Citi Survey/IVR enhancements and upgrades
• Measure, monitor and report on operational performance metrics
• Drive innovative solutions for intuitive employee experience for HR Services including Chatbot, Mobile capabilities
• This role is for tech-savvy versatile analyst, who strives for culture of excellence and exhibits forward compatible attributes of being agile, bold, collaborative, determined and empathetic.
• Oversees medium size/moderately complex IT projects.
• Develops detailed IT work plans, schedules; project estimates, resource plans and status reports.
• Interfaces with project staff and clients regarding status of projects.
• Identifies/implements process improvements.
• Conducts in-depth evaluation of business processes, system processes and industry standards.
• Provides sound understanding of project leadership and technology concepts and principles
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Applies comprehensive understanding of how multiple areas collectively integrate within IT project leadership to contribute towards achieving business objectives.
• Acts as advisor or coach to new or lower level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams. Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

• 5-8 years relevant experience
• Advanced organizational and analytical skills.
• Consistently demonstrates clear and concise written and verbal communication, facilitation and influencing skills
• Ability to multi-task and handle conflicting priorities.
• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group:

Operations - Core

Job Family:

Business Planning & Analysis

Time Type:

Full time

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Citi enables growth and progress for individuals, communities, institutions and governments around the world and has been doing so for more than 200 years. They recognize that their ability to best serve their clients and customers comes from the diverse and engaged employee base and they work tirelessly to deliver opportunities for growth and development to the most talented people. This is a place where the best come to get better.