ServiceNow Project Lead Analyst - Vice President

The ServiceNow Project Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in their own job and the business. Recognized technical authority for customer service management processes within the business. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• Responsible for the day to day management of executing to milestones and budget on one or more projects/workstreams, primarily for ServiceNow CSM.
• Assess applicability of project plans, scope documents, charters, stakeholder management plans, acceptance plans, and project/workstream issue logs as needed to deliver the teams Book of Work.
• Work with Project Sponsors/Operations teams to ensure business case/cost benefit analysis is in line with business objectives and confirm project plans meet business needs as described in the project initiation documents.
• Is the strategic SME for the ServiceNow CSM platform and it's current/future use cases within Business Operations Shared Services.
• Has experience developing/configuring ServiceNow CSM and its additional modules; e.g., Surveys, Dashboards, Reporting, Platform Analytics, etc.
• Ensure all stakeholders are identified and included in scope definition activities and understand the project schedule, key risks and milestones.
• Ensure vendor and technology team performance is monitored and actions taken if performance warrants.
• Provides sophisticated analysis with interpretive thinking to define problems and develop innovative solutions.
• Directly affects the business by influencing strategic functional decisions through advice, counsel or provided services.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• 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:

• 6-10 years relevant experience
• Prior industry experience.
• Prior ServiceNow CSM development/configuration experience with experience as a strategic SME for the platform
• Fully knowledgeable on the day-to-day activities of ServiceNow CSM and the relevant modules
• ServiceNow CSM Certifications Preferred
• Basic understanding of the firm's different businesses and the related economics
• Possesses a comprehensive understanding of how ServiceNow CSM supports the Customer Service Management of Operational teams goals and how the platform collectively integrate with Operations to contribute towards achieving business objectives

Education:

• Bachelor’s/University degree, Master’s degree preferred

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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 & 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.

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Anticipated Posting Close Date:

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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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