IT Business Intermediate Analyst

  • Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 18 Jan 17

IT Business Intermediate Analyst

  • Primary Location: Singapore,Singapore,Singapore
  • Other Location: Asia Pacific, Europe, Middle East, and Africa, Latin America; Canada
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 16083236


This position is responsible for leading discussions with CitiPhone and other call centers business in both consumer and corporate line of businesses in all regions across APAC, EMEA, NAM, LATAM and responsible for understanding and analyzing business requirements.
Job Objectives:
  • To define requirement/identify the gaps and analyze the requirements
  • To prepare functional specifications
  • To provide estimation on change of requirements
  • To prepare traceability from business requirement doc to functional specifications
  • To participate in design reviews to review SIT/UAT test plan and test scripts
  • To provide SIT/UAT support to prepare training material to conduct user training
  • To review cutover plan and Checklist
  • To conduct demos/Train the Trainer (TTT) and other training programs


  • Bachelor's degree or equivalent education
  • Minimum of 10+ years of work experience in any Citi call center which should include working as a call center agent and/or a call center supervisor and out of the 10+ years of experience a minimum of 3 years' experience in call center project implementations regarding various call center technologies is a must
  • Substantial Call center operational knowledge is a must
  • Must be aware of the different technologies used in the call centers such as Avaya CMS/NICE/ICM/IVR etc.
  • Having understanding of the complexities involved in a call center implementation
  • Strong communication, presentation, and interpersonal skills
  • Ability to influence stakeholders across all levels in particular senior business managers
  • Demonstrates thought-leadership, initiative, independence, and willingness to learn
  • Ability to lead and work with teams across multiple locations and time zones
  • Strong relationship management skills to build enduring and productive alliances across  partners
  • Able to come up with/propose solutions for business problems with the existing applications/modules in the areas of banking/call center operations
  • Having experience as a trainer is a plus