Application Support Analyst Customer Service

CitiNewark, DE, US

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Application Support Analyst Customer Service

Overview

Role : Application Support Analyst for the Customer Service team. This position provides operational support for the OTC / ECP Customer Service Help Desk, focusing on measurement, analysis, and optimization of team performance through metrics, dashboards, and SOPs. Also responsible for end-to-end resolution of inquiries and investigations for federal agencies and financial institutions using multiple web-based applications, delivering superior service and timely resolution.

Key Responsibilities

Establish and maintain standard operating procedures (SOPs) for all team processes, ensuring accuracy and efficiency.
Monitor and review the effectiveness of SOPs and recommend adjustments as needed.
Self-identify, escalate promptly, and assist with process improvements to reduce deficiencies, improve productivity, and mitigate risk.
Collect, analyze, and report on team performance data using various tools and methods.
Develop and maintain dashboards and reports to identify trends.
Ensure weekly / monthly operations reporting metrics are provided timely and accurately.
Conduct root cause analysis to identify underlying issues and propose solutions (client satisfaction).
Collaborate with cross-functional teams to identify and implement process improvements.
Communicate findings, insights, and recommendations to stakeholders clearly.
Adhere to departmental policies and compliance guidelines for Citi and our client.
Create and generate ad hoc tools and reporting when requested.
Provide phone, email, and Help Desk support for multiple government web-based applications, including in-depth technical troubleshooting with agency users and their IT support; tailor decisions to agency security settings and inquiry criticality.
Log, manage, and own cases through resolution; assist with root cause analysis, identify fixes and preventative measures; keep cases updated and inform clients of status per service level agreements.
Deliver superior service and timely resolution to high-profile and sensitive clients; use critical thinking to mitigate reputational risk.
Maintain or exceed key performance indicators (KPIs) at or above published expectations.
Complete daily tasks such as system validations, handling rejected items, internal / external reporting, shift turnover, and delegating inquiries.
Stay up to date with product knowledge on supported functionalities and assist with training as necessary.
Communicate with up to 20,000 global customers for multiple applications.
Be flexible with schedule to meet 24 / 7 / 365 service levels.
May include additional responsibilities such as client site visits, knowledgebase management, internal projects, and other duties as assigned.

Qualifications

Bachelor's degree, Associate degree, or equivalent work experience.

U.S. Citizenship or Permanent Residency (green card) required.

Must pass an extensive background check renewed every 5 years.

1 – 3 years of relevant experience in Customer Service Help Desk and / or application support preferred.

Knowledge of Public Sector business is a plus.

Strong analytical and problem-solving skills with the ability to interpret complex data, identify trends, and draw actionable conclusions.

Excellent written and verbal communication skills; ability to articulate complex concepts clearly to diverse audiences.

Proficiency with Microsoft Office (Outlook, Excel, PowerPoint, Word).

Ability to work independently and collaboratively, respond under pressure, and multi-task in a fast-paced environment.

Detail-oriented with strong organizational skills.

Ability to work effectively in a team, build relationships, and influence stakeholders at all levels.

Ability to troubleshoot complex technical issues with reporting tools, applications, and systems.

Ability to present technical / analytical information to both non-technical and technical audiences.

Ability to assess complex processes and deliver practical solutions.

Strong interpersonal skills and positive peer engagement in a diverse environment.

Schedule : Monday - Friday, 8 : 30am - 5pm; Newark, DE office; ability to work remotely 2 days per week.

Work Details

Office location : Newark, Delaware.

Hybrid schedule : 3 days onsite, 2 days remote.

U.S. Citizenship or Permanent Residency required.

Must pass extensive background checks renewed every 5 years.

Salary range : $61,870.00 - $86,330.00 per year.

Additional Information

Esteemed Citi benefits include medical, dental & vision coverage; 401(k); life, accident, and disability insurance; wellness programs; paid time off, vacation, sick leave, and holidays. Anticipated posting close date : Sep 30, 2025. Citi is an equal opportunity employer and provides accommodations for applicants with disabilities. For accessibility, view Citi's EEO Policy Statement and Know Your Rights poster.

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Application Support Analyst • Newark, DE, US

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