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Officer - Voice Recording Tech Analyst (ROHQ - Citi Technology Infrastructure) (Hybrid)

工作 ID 22538334 主要地點 City of Taguig, Philippines; 工作類別 Technology
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The Infrastructure Intermediate Technology Analyst is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

Responsibilities:

  • Resolve moderately complex problems/projects through analysis, technical experience, and precedents; provide analysis for more complex issues, escalating as appropriate
  • Participate in testing activities, including the creation and execution of basic test scripts and evaluating results for possible enhancements
  • Complete control activities (risk, self-assessment, COB, audit, etc.) and makes recommendations for enhancements
  • Collect and organize requirements for hardware acquisition and deployment activities
  • Gather, compile and synthesize information regarding technology processes or systems; create and prepare reports
  • Assist in systems implementation/enhancements and post implementation activities
  • Reach solutions through technical experience and precedents
  • Exchange ideas and information in a concise and clear 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.


Qualifications:

  • 2-5 years of experience in a Technology Infrastructure role (education/professional) with demonstrated knowledge of operational process change and improvement
  • Effective written and verbal communication skills
  • Effective analytic/diagnostic skills
  • Ability to communicate technical concepts to non-technical audience
  • Ability to work with virtual and in-person teams, and work under pressure or to a deadline


Education:

  • 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 Description Summary
Infrastructure Technical Analyst

This role requires knowledge of Voice Recording systems like NICE Engage, NTR, Verint as well as Voice Analytica platforms like Voice Biometrics & Nexidia. Additionally, experience with PBXs such as Avaya Communication Manager or Cisco Call Manager would be desirable.
The role involves adding users to and removing users from (MAC work) Voice Recording systems globally within Citi, and confirming that recordings are taking place. The role will also provide Level 1 support to voice recorded users. Perform basic checks of known issues upon receiving trouble tickets from users. Escalate to Level 2 team for unknown, complex or infrastructure related issues.

The role will assist in managing the voice recording request fulfillment team.

The person will be expected to work with team members from PBX support groups to resolve any difficulties with VR MAC work and trouble tickets.

More specifically, the responsibilities include the following:
• Work according the service level objective to ensure VR MAC requests are completed and VR Incident tickets are resolved in a timely fashion and properly documented
• Escalate difficult to resolve issues to L2/L3 teams and keep the customer updated of the progress
• Ensure high-levels of customer service and satisfaction
• Determining trends and assisting management in devising proactive steps to address negative trends
• Help to achieve and maintain productivity and quality objectives with individual contributions
• Participate in continuous process improvement initiatives
• Actively participate in self-improvement and training curricula to fulfill competency requirements
• Participate in testing new tools; developing operational requirements and documenting testing
• Ensure that Corporate CITMP and Security policies related to voice recording MAC work are followed 
Qualifications
• Technical background with basic understanding on Voice Recording systems with at least 5 years related experience
• Experience in customer support
• Experience in a financial services environment is desirable but not mandatory
• Analytical and methodical approach to problem solving
• Experience in working in a controls-focused environment highly desirable
• Ability to organize, prioritize, and schedule work assignments
• Good knowledge of Office products (Word, Excel, PowerPoint, etc.)
• Fluent written and spoken English


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Job Family Group:

Technology

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Job Family:

Infrastructure

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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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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