**As a Change Manager** you have a unique opportunity to get exposure to every line of business and service that Citi offers. Everything from Retail / Commercial Banking, Payment Processing, Trade/Security processing, Online/Mobile Channels and others. We are a learning organization, meaning every situation gives us information that you will use to continually evolve our process and tooling. The ideal individual for this role will have a good blend of technical and soft skills. Someone who is dynamic, has strong deductive reasoning capabilities, can communicate up/down/across a Global enterprise, and is attentive to detail. Experience in large scale Business/Technology Operations, Service Management / or Business/App Support organization would certainly be an asset but should not discourage anyone with the core skills described here from applying. You will make a difference by understanding Citi's lines of business including customer segment and franchise critical services and developing a keen understanding of the applications and infrastructure components that support these business functions. You as a Change officer should have minimum knowledge on a wide-range of enterprise technologies, such as distributed services (server and database), network, mainframe, middleware (message queues, ESBs), storage, web architecture, and virtualization. **Your job responsibilities include the following:** + Monitor change requests in ServiceNow and ensure to review changes within the defined Service Level Agreement + Ensure RFC’s (Requests for Change) follow documented Change Management requirements and standards; Ensure changes are within the green zone or low peak period of the business operations for optimum system availability and reliability + Host and handle the weekly Change Advisory Board meetings + Prepare and publish the agenda for CAB meetings to technology and business partners and change coordinators + Be sensitive to critical care countries to minimize the risk and impact to customers/stakeholders + Consolidate forward schedule of changes and assist to resolve any scheduling conflicts + Track change requests that have not been acted upon in a timely manner and take appropriate action to educate our clients + Prepare, distribute management reports and analyze critical change metrics + Review failed changes and coordinate with requesters to ensure they are closed with correct closure code and follow up with Change requesters to close their changes with appropriate closure code + Identify areas of waste and collaborate with peers to recommend improvements in the form of automation, consolidation or elimination to drive efficiency and superior client experience **The ideal associate for our agile team of Change officers require these qualifications:** + Broad experience in an IT related operational support role + Fundamental experience with ITIL methodologies + Experience with enterprise level service management tools (e.g., Service Now) preferred + Creative thinker who challenges the status quo + Strong analytic/diagnostic skills and attention to detail + Ability and confidence to act with decisiveness on critical decisions + Ability to multi-task and make good judgments in a dynamic, high stress environment. + Ability to challenge information if the response does not fit the situation + Excellent telephone, strong verbal and written communication skills + ITIL Certifications with equivalent work experience required **Education:** + Bachelor of Science in Computer Science or IT / 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 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi’s_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.