Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations &amp; Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.Position Overview:The Technical Program Management Analyst is a seasoned professional role operating within the Contact Center Operations team within our Operations Technology group in Citi. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual. Responsibilities:<ul><li>Provides technical and business support for users of Citi Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.</li><li>Maintains application systems that have completed the development stage and are running in the daily operations of the firm.</li><li>Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.</li><li>Start of day checks, continuous monitoring, and regional handover.</li><li>Perform same day risk reconciliations</li><li>Develop and maintain technical support documentation.</li><li>Identifies ways to maximize the potential of the applications used</li><li>Assess risk and impact of production issues and escalate to business and technology management in a timely manner.</li><li>Ensures that storage and archiving procedures are in place and functioning correctly</li><li>Formulates and defines scope and objectives for complex application enhancements and problem resolution</li><li>Reviews and develops application contingency planning to ensure availability to users.</li><li>Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.</li><li>Participate in application releases, from development, testing and deployment into production.</li><li>Engages in post implementation analysis to ensure successful system design and functionality.</li><li>Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.</li><li>Ensures essential procedures are followed and helps to define operating standards and processes.</li><li>Act as a liaison between users/traders, interfacing internal technology groups and vendors.</li><li>Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.</li><li>Acts as advisor or coach to new or lower level analysts.</li><li>Provides evaluative judgment based on analysis of factual information in complicated and unique situations.</li><li>Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.</li><li>Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.</li><li>Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.</li><li>Performs other duties and functions as assigned.</li><li>Has the ability to operate with a limited level of direct supervision. </li><li>Can exercise independence of judgement and autonomy. </li><li>Acts as SME to senior stakeholders and /or other team members.</li><li>Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms 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.</li></ul>Qualifications:<ul><li>5+ years experience in an Application Support, Business Analyst, or TPM role.</li><li>Provide primary operational support for critical contact center applications, including live chat, chatbot platforms, and Interactive Voice Response (IVR) systems.</li><li>Leverage expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications to ensure high availability and performance of contact center solutions.</li><li>Apply knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs) to support and optimize intelligent automation within the contact center environment; IVR experience is a significant plus.</li><li>Utilize project management and business analysis tools such as Jira, Confluence, MS Project, PowerPoint, Excel, etc. for tracking, reporting, and collaboration.</li><li>Demonstrate advanced domain expertise in chatbot and IVR technologies; prior experience with GenAI in a contact center context is highly desirable.</li><li>Experience installing, configuring or supporting business applications.</li><li>Experience with some programming languages and willingness/ability to learn.</li><li>Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization</li><li>Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand.</li><li>Demonstrated analytical skills</li><li>Issue tracking and reporting using tools</li><li>Knowledge/ experience of problem Management Tools.</li><li>Good all-round technical skills</li><li>Effectively share information with other support team members and with other technology teams</li><li>Ability to plan and organize workload</li><li>Consistently demonstrates clear and concise written and verbal communication skills</li><li>Ability to communicate appropriately to relevant stakeholder</li></ul>Education:<ul><li>Bachelor’s/University degree or equivalent experience</li></ul>------------------------------------------------------Job Family Group: Technology------------------------------------------------------Job Family:Applications Support------------------------------------------------------Time Type:Full time------------------------------------------------------Primary Location:Irving Texas United States------------------------------------------------------Primary Location Full Time Salary Range:$96,400.00 - $144,600.00 In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental &amp; vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.------------------------------------------------------Most Relevant Skills Please see the requirements listed above.------------------------------------------------------Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------Anticipated Posting Close Date:Nov 08, 2025------------------------------------------------------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 <a href="https://www.citigroup.com/citi/accessibility/application-accessibility.htm" target="_blank">Accessibility at Citi</a>. View Citi’s <a href="https://www.citigroup.com/global/eeo-aa-policy" target="_blank">EEO Policy Statement</a> and the <a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf" target="_blank">Know Your Rights</a> poster.