Infrastructure Senior Tech Analyst Assistant Vice President

About This Role

This role supports the end-to-end management of ITSM Request Management processes, focusing on continuous improvement and strategic development. The specialist will define and refresh enterprise ITSM process strategy, ensuring alignment with business goals, risk tolerance, and customer experience objectives.

Responsibilities

• Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, business goals, risk tolerance, and customer experience goals
• Develop and execute Citi’s IT Request Management strategy globally and enterprise-wide, including establishing the roadmap for both process and tooling
• Support governance boards and councils, securing alignment on priorities, funding, and KPIs
• Drive an integrated model linking process, service, platform, and data decisions
• Maintain authoritative standards, procedures, and control objectives, ensuring audit readiness
• Standardize processes and workflows to improve efficiency and reduce operational risk
• Own the backlog of process enhancements, prioritizing by value, risk reduction, and strategic fit
• Partner with stakeholders to shepherd improvements from ideation through realization
• Serve as the “voice of the process” to executives, platform teams, and frontline support
• Lead customer satisfaction survey design, scoring, and action planning

Requirements

• Deep working knowledge of ITIL v4
• 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst
• 3 years hands-on ServiceNow experience
• Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management
• Familiarity with reporting/metrics design
• Conversant across infrastructure, applications, and cloud technologies
• Outstanding written, verbal, and non-verbal communication skills
• Ability to build business cases, quantify ROI, and translate technical concepts for senior stakeholders
• Knowledge of large enterprise controls (SOX, ISO) and audit remediation
• Experience scaling ITSM processes for global organizations

Qualifications

• 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.

Nice to Have

• ITIL v4 Managing Professional
• SharePoint designer / design experience
• ServiceNow CIS-ITSM
• PMP/PMI-ACP
• Familiarity with Jira Service Management and Jira
• Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management)
• Lean Six Sigma/Black Belt

Skills

* Required skills

Benefits

Certifications