Revenue Management Analyst
Royal Caribbean Group
Technical Program Management Analyst, AVP – Contact Center Operations
Citi
full-time
Posted on:
Location Type: Hybrid
Location: Irving • Florida, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $96,400 - $144,600 per year
Job Level
Lead
Tech Stack
AWSAzureCloudJavaMicroservices
About the role
- Provide technical and business support for users of Citi Applications, delivering quick resolutions to app issues and driving stability, efficiency and effectiveness improvements
- Maintain application systems in daily operations; manage, maintain and support applications and their operating environments focusing on stability, quality and functionality against service level expectations
- Perform start of day checks, continuous monitoring, regional handover, and same day risk reconciliations
- Develop and maintain technical support documentation and application contingency planning
- Identify ways to maximize application potential and assess risk and impact of production issues, escalating to business and technology management as needed
- Ensure storage and archiving procedures are in place and functioning correctly
- Formulate and define scope and objectives for complex application enhancements and problem resolution
- Partner with development and production support to prioritize bug fixes and support tooling requirements
- Participate in application releases from development through deployment; engage in post implementation analysis
- Identify risks, vulnerabilities and security issues and communicate impact; ensure essential procedures and operating standards are followed
- Act as liaison between users/traders, internal technology groups and vendors; raise problems to appropriate teams while adhering to SLAs
- Act as advisor/coach to new or lower level analysts and act as SME to senior stakeholders; take ownership of Support Project items covering Stability, Efficiency, and Effectiveness
Requirements
- 5+ years experience in an Application Support, Business Analyst, or TPM role
- Provide primary operational support for critical contact center applications, including live chat, chatbot platforms, and Interactive Voice Response (IVR) systems
- Expertise in cloud technologies (AWS, Azure)
- Experience with microservices architectures
- Experience with Java-based applications
- Knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs)
- Experience with Jira, Confluence, MS Project, PowerPoint, Excel
- Advanced domain expertise in chatbot and IVR technologies; prior GenAI in contact center context highly desirable
- Experience installing, configuring or supporting business applications
- Experience with some programming languages and willingness/ability to learn
- Issue tracking and reporting using tools; knowledge/experience of problem management tools
- Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
- Effective written and verbal communications and analytical skills
- Ability to plan and organize workload
- Bachelor’s/University degree or equivalent experience
Benefits
- In addition to salary, Citi’s offerings may also include discretionary and formulaic incentive and retention awards.
- Medical, dental & vision coverage
- 401(k)
- Life, accident, and disability insurance
- Wellness programs
- Paid time off packages (planned time off/vacation, unplanned time off/sick leave)
- Paid holidays
- Available offerings may vary by jurisdiction, job level, and date of hire
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
application supportbusiness analysiscloud technologiesmicroservices architectureJavaGenerative AIMachine LearningLarge Language Modelsissue trackingproblem management
Soft skills
effective communicationanalytical skillsplanningorganizationadaptabilitycoachingstakeholder managementownershipcollaborationprioritization
