Digital Support Analyst

At Citi, our employees reflect the remarkable range of cultures and perspectives of our clients across the more than 160 countries and jurisdictions where we do business - a powerful advantage that combines global insights with deep local knowledge. We recognize that unique individuals, collaborative teams and inclusive leaders have far-reaching impact and are the engines of new ideas. It’s our willingness to embrace the richness of our diverse teams, ideas and possibilities that drives our growth and progress.

**What progress will you make?**

We provide a full suite of Securities Services in more than 100 markets, including our proprietary network of over 60 branches and across 23 fund domiciles. Our solutions include custody, clearing, asset servicing, fund administration, ETF services, middle office, agency securities lending, collateral management, transfer agency, and fiduciary services..

We’re currently looking for a high caliber professional to join our team as a Digital Support Analyst within our Transfer Agency Change Management team. The role will be based in Melbourne or Sydney, and **In this role, you’re expected to**:

- Requirements gathering/gap analysis (including facilitation of workshops) and documentation of business requirements (BRD’s/Impact Assessments for enhancement requirements) for the system including reporting.
- Client and internal Citi query resolution relating to the Digital platform offering.
- Assess opportunities to reduce risk and increase operational efficiencies through detailed review of existing procedures and controls within the Digital model.
- System set ups for new Business and Digital model roll out.
- Become system SME - facilitate workshops with Operations teams to document existing processes, review and improve.
- Involvement in the planning, preparation and delivery of the testing phases (including functional, regression and Op model testing) for the system and processes, including developing, executing and documentation of test plans, test cases and results.
- Co-ordination, support and execution of User Acceptance Testing, Model Office & Parallel runs (pre implementation) in conjunction with GUAT and operation teams.
- Working with multiple operational areas in regard to each phase of the project to ensure input, engagement, and that operational requirements are reflected in the project deliverable
- Working with Operational Readiness in preparation for go-live.
- Provide input to management at TA platform level re co-ordination of environments, package releases, testing.
- Supporting the operating model design, systems migration process and process re-engineering
- Provide updates to maintain the APAC BOW
- Assist in co-ordination and MIS of the BOW with the Global Change Team.
- Contribute to other work-streams and projects in the Change team, as the need arises.
- Quickly develop solid understanding of the technical systems used to deliver the TA service Act as functional TA SME if required.
- Promote a ‘Fintech First’ approach when considering manual processes. Automation/efficiency should be the go to model.
- Development of trusted & collaborative relationships with technology counterparts.
- Openly share knowledge internally and provide training to Ops teams where new functionality is released.
- Work with the team to drive efficiencies & mitigate risk within our operational processes as we deliver to our clients.
- This position requires an individual with a proven record of working in a Client or operational support role.
- 0-2 years industry experience in Fund Administration in a change analyst, business analyst or business support role.
- Working knowledge of HTML
- Demonstrable understanding of TA business and processes
- Strong understanding of project management methodologies.
- Experience in working with vendors, clients and/or operations teams in a support capacity.
- Strong analytical skills
- Excellent problem solving ability and good business judgement - knowing when to escalate, who to keep informed to identify next steps/resolution
- Excellent verbal and written communications skills, displaying professionalism at all times
- Demonstrated ability to work independently with mínimal supervision, self
- starter, adaptable
- Strong communication and stakeholder management skills.
- Proven ability to work as part of a high-performance team.
- High degree of accuracy and attention to detail
- Ability to negotiate with and influence internal operational staff at all levels and project counterparts
- Ability to manage numerous competing concurrent activities and complex integration solutions
- Effective time management and ability to adhere to deadlines is required.

LI-Hybrid
- **Job Family Group**:
Operations - Transaction Services
- **Job Family**:
Transaction Capture Services
- **Time Type**:

- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to the