The IT Service Management Office (SMO) at Citi needs to ensure the effective operation of governance councils and associated working groups to govern technology production management processes, including oversight for IT incidents, problems, changes, and requests, enabling Citi to deliver on its business-driven priorities.
Requirements
- Deep working knowledge of ITIL v4 – Foundation; Managing Professional preferred.
- 5+ years in IT Service Management as a Process Owner, Process Analyst, or Business Analyst with at least 3 years hand-on ServiceNow experience.
- Ability to analyze information, identify key issues, and support decision-making processes.
- Solid understanding of service management as it pertains to IT services.
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collaboration tools (e.g., SharePoint, Jira).
- Understanding of IT Production Management, operational risk, IT governance frameworks, and regulatory requirements within a financial institution.
Responsibilities
- Take full ownership of the monthly governance meetings and related working group sessions, including all logistical and administrative aspects.
- Maintain agenda pipelines and collaborate closely with governance chairs, delegates, and various stakeholders to gather inputs, identify key topics, and set comprehensive agendas for governance meetings and working groups.
- Coordinate with presenters to collect, consolidate, and distribute all necessary artifacts and presentation materials in advance of meetings, adhering to established timelines.
- Support the smooth execution of meetings, ensuring adherence to the agenda, managing discussions, and facilitating decisions and approvals in accordance with governance procedures (e.g., quorum, voting).
- Serve as the Secretary for governance forums, responsible for accurately documenting meeting minutes, decisions, and action items.
- Proactively track the status of all open action items, ensuring timely follow-up with owners to drive closure and escalate any delays or concerns to the governance team and chair.
- Track attendance for all formal voting members and delegates, escalating instances where attendance falls below the defined threshold.
Other
- 5-7 years of experience in governance, program management, project management, or a related field within a large, complex financial services or technology organization.
- Exceptional organizational skills with a proven ability to manage multiple priorities, stakeholders, and deadlines in a fast-paced environment.
- Excellent written and verbal communication skills, capable of drafting clear, concise, and professional documentation, minutes, and communications for senior leadership.
- Meticulous attention to detail, particularly in documentation, tracking, and ensuring accuracy of information.
- Demonstrated ability to build and maintain strong relationships with diverse stakeholders, including senior management, across various technology and business units.
