Analyst -C11

Job Description

• This role is to focus on building automated test scripts to improve quantity and quality of work through put for the three LOBs (Retail Banking/CRS/Brands). In addition to building IVR automation, the resource is expected to work on BOT and Digital efforts for automation
• Job Description

The Intmd Analyst is an intermediate level position responsible for a variety of automation activities including the design and use of software in coordination with the Technology team. The overall objective of this role is to ensure quality standards are being met within existing and planned frameworks primarily using the Cyara Automation product

Responsibilities:

• Provide assistance with a product or product component development within the IVR testing domain
• When necessary, conduct product evaluations of vendors
• Assist with training activities, mentor junior team members and ensure team’s adherence to all control and compliance initiatives. Train and mentor the VRU testers in the execution of the automated test cases with the Cyara tool.
• Assist with application prototyping and recommend solutions around implementation. Learn and apply features of the Cyara tool that can be used in the IVR testing.
• Provide third line support to identify the root cause of issues and react IVR application outages as needed
• Work with the Manager to Identify and prioritize the small and medium applications that can be automated for all Line of Business.
• Develop in the Cyara tool the apps to be automated. building CX models and generating test cases. Maintain and keep up to date the apps already automated.  
• Proactively identify IVR opportunities to automate.
• Responsible for the Cyara Monthly Monitoring of the Quality Message playing in the IVR for all Front End and direct dial TFNs, and the Military Lending act for Brands and Citi Retail Services.
• Support projects and provide project status updates to project manager. Perform the Bot testing for the Conversational IVR Projects in English and Spanish, using the Cyara Tool and Kore.ai
• Build digital efforts for automation through CBOL/MBOL
• Partner with all IVR testing teams to identify requirements and assist with defining application/system requirements and processes
• Create installation documentation, training materials, and deliver training to support the organization in the apps that are created for automation
• 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. Make sure that the automation testing Follow the Audit Process and obtain all the documentation needed for audit.
• Able to communicate with associates of different levels and Line of Business through reporting and presentations.

Qualifications:

• 2-5 years of relevant experience
• Exposure to CYARA automation software preferred
• Technical experience – Sound knowledge on query & rational Data base
• Experience working in Financial Services or a large complex and/or global environment
• Experience in the writing of testing scripts/scenarios
• Consistently demonstrates clear and concise written and verbal communication
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
• Demonstrated analytic/diagnostic skills
• Ability to work in a matrix environment and partner with virtual teams
• Ability to work independently, multi-task, and take ownership of various parts of a project or initiative
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
• Proven track record of operational process change and improvement
• Working knowledge of software programming and algorithms
• Comprehensive knowledge of the Cyara Tool is preferred
• Primary Job Hours: 8 – 5 EST M-F. Some weekend work necessary for install coverage to be determined on as needed basis

Education:

• Bachelor’s degree/University degree in Computer Science or equivalent experience