Infra Tech Lead Analyst

Job Overview

Citi's IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The IT Service Management Process Lead is a key member of the IT Service Management Office and drives the end-to-end management and optimization of one or more critical ITSM processes.

As a senior IT Service Management Process Lead, you will be a primary driver in the creation, development, and execution of both short, medium, and long-term continuous improvement strategy for IT Service Management processes at Citi. Working closely with ITSM Process Owners, operational execution/delivery owners, along with customers and stakeholders, you will lead initiatives to set advanced process strategy, oversee the development and operation of a robust continual service improvement roadmap across process, technology, and people, while ensuring stringent adherence to audit, risk, and compliance needs.

Key Responsibilities

· Assist in leading the definition and continuous refinement of the enterprise ITSM process strategy, ensuring alignment with ITIL v4, business goals, risk tolerance, and optimal customer experience.

· Provide strategic support and guidance to governance boards and councils, actively securing alignment on priorities, funding, and KPIs.

· Spearhead the development and implementation of an integrated model linking process, service, platform, and data decisions.

· Oversee the maintenance and enforcement of authoritative standards, procedures, and control objectives, ensuring robust audit readiness and compliance.

· Direct initiatives to standardize and optimize process and workflows across multiple functions to significantly improve efficiency and reduce operational risk.

· Strategically manage and prioritize the comprehensive backlog of process enhancements, ensuring alignment with overall value, risk reduction, and strategic fit for the Process Owner.

· Lead cross-functional stakeholder engagements to drive improvements from conceptualization through successful realization, acting as a primary point of contact for complex issues.

· Act as a senior ambassador and definitive "voice of the process" for Process Owners, engaging with executives, platform teams, and frontline support to articulate strategy and garner support.

· Develop and implement advanced communication strategies to tailor messaging, visuals, and tone for diverse audiences, facilitating clear, data-driven executive decision-making.

· Drive the strategic design, analysis, and action planning for customer satisfaction surveys, translating insights into actionable process improvements.

· Actively contribute to and represent Citi in ITSM communities, conferences, and analyst briefings, proactively identifying and integrating external best practices and emerging trends into the enterprise roadmap.

· Facilitate resolution of complex process impediments and challenges, collaborating with various teams to implement effective solutions.

GENERAL CHARACTERISTICS FOR SUCCESS:

The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:

· Pro-active, can-do approach

· Customer focus

· Accuracy and attention to detail

· Personal commitment/Flexibility

· Excellent interpersonal and communication skills

· Demonstrable ability to multi-task and prioritize effectively

· Dynamic, enthusiastic, confident, reliable team member

· Strong performance record with history of increased responsibility

EXPERIENCE & EDUCATIONAL PREFERENCES

· Bachelor's degree in information systems, Computer Science, or related field preferred

· Deep working knowledge of ITIL v4 – Foundation required; Managing Professional preferred.

· 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.

· Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.

· Conversant across infrastructure, applications, and cloud technologies

· Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences.

· Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders.

· Knowledge of large enterprise controls (SOX, ISO) and audit remediation

· Experience scaling ITSM processes for global organizations

· SharePoint designer / design experience a plus

· ServiceNow CIS-ITSM or PMP/PMI-ACP a plus

· Familiarity with Jira Service Management and Jira a plus

· Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus

· Lean Six Sigma/Black Belt advantageous

Job Family Group:

Technology

Job Family:

Infrastructure

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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.

View Citi's EEO Policy Statement and the Know Your Rights poster.

---