Appian Production Support

The Apps Support Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• The Apps Support Intmd Analyst provides technical and business support for users of Citi Applcations.
• Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long term remediation.
• Develop a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors
• Participates in disaster recovery testing
• Participate in application releases, from development, testing and deployment into production.
• perform post release checkouts after application releases and infrastructure updates. Develop and maintain technical support documentation.
• Considers implications of the application of technology to the current environment.
• Analyzes applications to identify risks, vulnerabilities and security issues.
• Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions Cooperation with Development colleagues to prioritize bug fixes and support tooling requirements.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exchanges ideas and information
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned in a concise and logical manner.
• 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.

Responsibilities:

Incident Management:

• Respond to and resolve production incidents related to Appian applications and the Appian platform, adhering to defined SLAs.
• Triage and escalate incidents to the appropriate teams (e.g., development, infrastructure) as needed.
• Perform root cause analysis (RCA) for production incidents and implement preventative measures to avoid recurrence.
• Monitoring and Alerting:
• Monitor Appian applications, servers, and integrations using monitoring tools and dashboards (e.g., Appian Monitoring Console, Dynatrace, Splunk).
• Configure and maintain alerting systems to proactively identify and address potential issues.
• Develop and refine monitoring scripts, dashboards, and alerts to improve visibility into system performance and application health.
• Problem Resolution:
• Troubleshoot and resolve technical issues related to Appian applications, including process models, data models, interfaces, and integrations.
• Analyze logs, metrics, and Appian configurations to identify the root cause of problems.
• Work with development teams to implement bug fixes, performance improvements, and enhancements.
• Maintenance and Optimization:
• Perform routine maintenance tasks, such as application deployments, server restarts, and data refreshes.
• Optimize Appian application performance by identifying and resolving bottlenecks.
• Implement and maintain automation scripts to streamline support processes and reduce manual effort.

Deployment Support:

• Support application deployments to production environments, ensuring smooth and successful releases.
• Validate deployments and perform post-deployment testing to ensure application functionality.
• Collaborate with the release management team to coordinate deployments and minimize disruptions.

Security:

• Monitor Appian security and identify potential vulnerabilities.
• Ensure compliance with security policies and best practices.
• Participate in security audits and vulnerability assessments.

Documentation:

• Create and maintain documentation for production support procedures, troubleshooting guides, and known issues.
• Document incident resolutions and RCA findings in a clear and concise manner.
• Contribute to the knowledge base for common Appian-related issues and solutions.

Collaboration and Communication:

• Collaborate with development, operations, and business teams to resolve production issues and implement improvements.
• Communicate effectively with stakeholders regarding the status of incidents, resolutions, and planned maintenance activities.
• Participate in on-call rotation to provide 24/7 support for critical systems.

Education:

Bachelor's degree in Computer Science, Information Systems, or a related field.

Experience:

• [4+] years of experience in application production support, with a focus on Appian-based applications.
• Proven experience in troubleshooting and resolving complex technical issues in a production environment.
• Experience with Appian platform administration and configuration.
• Technical Skills:
• Strong understanding of the Appian platform and its capabilities.
• Proficiency in Appian development concepts, including process modeling, data modeling, SAIL, and integrations.
• Experience with relational databases (e.g., SQL Server, Oracle, PostgreSQL) and SQL scripting.
• Experience with web services and APIs (REST, SOAP).
• Familiarity with monitoring tools such as Appian Monitoring Console, Dynatrace, Splunk, or similar.
• Knowledge of ITIL principles and best practices for incident, problem, and change management.

Other Skills:

Excellent communication and interpersonal skills.

Strong analytical and problem-solving skills.

Ability to work independently and as part of a team.

Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Strong attention to detail and a commitment to quality.

4-07 years experience in an Application Support role.
IT Support experience with UNIX, Oracle/SQL-Server, Windows
Knowledge of Appian automation tool is a must.
AA or Xceptor or Appian certification (Desirable)
Knowledge of Scripting Languages (e.g : Python, Java Script)
Understanding of client server architecture (clustered and non-clustered)
Basic Networking knowledge (Load balancers, Network Protocols)
Knowledge of ITRS Monitoring and uDeploy (desirable)
Knowledge of WebSphere Architecture and Business Objects (desirable)
Participation in some process improvements.
Be able to work under pressure
Analytical and troubleshooting skills.
Knowledge in banking applications and server infrastructure
Good interpersonal and communication skills.
Experience installing, configuring or supporting business applications.
Experience with some programming languages and willingness/ability to learn.
Good all-round technical skills
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholder

Job Family Group:

Job Family:

Time Type:

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