Ops Sup Analyst 2

The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services for ATM Channel, including, but not limited to project management, UAT Testings, ATM Onsite support, documentation, risk and control. The Ops Sup Analyst serves as the liaison between the various internal teams and external machine vendors.
The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes relating to ATM Channel.

**Responsibilities**:
Ø Works with business owners, technical software & development team as well as deployment teams to deliver ATM system related projects and initiatives
Ø Understands ATM Channel to appropriately escalate risk, managing and reporting issues
Ø Handles day to day operational matters relating to ATM, CDM Machines, eg system issues
Ø Works with monitoring team to ensure high availability of machines
Ø Works with external parties to provide support for machine failures
Ø Supports marketing team in delivering marketing campaigns to the ATMs
Ø Understands business requirements and assist to prepare Business Requirement Document (BRD) for ATM system to support business, operations and security requirements
Ø Prepares and carries out User Acceptance Testing (UAT) for ATM system projects and initiatives and supports as ATM Operation Project Manager for ATM system related projects and initiatives
Ø Supports software changes, fixes and on-site support whenever required
Ø Supports production live verification for systems impacting the ATM Channel, e.g ATM, CDM
Ø Acts as ATM Operations liaison support officer for ATM5 member banks
Ø Responsible for ATM machine inventory, eg machine model and serial number
Ø Responsible for managing vendor’s Service Level Agreement (SLA)
Ø Responsible for operational support relating to ATM installation, relocation or termination
Ø Ability to draft and submit Business Outsource Proposal (BOP)
Ø Validates and obtain approvals from business for vendor’s quotations
Ø Tracks iCAPs for closure
Ø Execute work assigned, including annual review certification and change requests.

**Qualifications**:
Ø Minimum 3 years relevant experience
Ø Consistently demonstrates clear and concise written and verbal communication skills and be able to interact with all levels of staff (internal and external)
Ø Good interpersonal skills and strong project management skills
Ø Strong understanding of Self Service Channel, eg ATM, Cash Deposit Machine, etc, including various models, machine capability and functionality
Ø Strong technical knowledge required to review and submit recommendations for project approach, eg project delivery and timeline
Ø Meticulous in work, self motivated and detailed oriented
Ø Strong sense of urgency required for project escalation and tracking of all projects for timely completion
Ø Proficient in Microsoft Office / Microsoft Excel and Microsoft Powerpoint
Ø Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
Ø Proven organization and time management skills
Ø Demonstrated problem solving and decision making skills
Education
Ø Bachelor’s degree / University degree or equivalent experience
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- **Job Family Group**: Operations - Core
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- **Job Family**: Operations Support
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- **Time Type**: Full time
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- Citi 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.

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