Citi Infrastructure Tech Analyst in Heredia, Costa Rica

  • Primary Location: Costa Rica,Heredia

  • Education: Bachelor's Degree

  • Job Function: Technology

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17047234


Infrastructure Tech Analyst

The mission of CTI is to provide first-class technological support and innovation for a financial services institution which has been at the apex of growth and economic progress for over 200 years. Citi safeguards assets, lends money, processes payments, and grants access to the capital markets for clients across six continents. Our division is dedicated to providing quality services, consistent and correct data, and the most reliable products so that our clients can concentrate on what is most important to them.

What we expect:

The Governance is responsible supporting the problem managers, running reports, evaluating data, creating power point presentations. The ideal candidate has a conceptual knowledge of infrastructure and applications.

The desired candidate is currently in a service management role or is an experienced infrastructure or application support employee who is interested in service management.

The role involves extensive interaction, collaboration and facilitation with internal infrastructure teams for causal code solutions as well as client production support teams to assess actual impact. Developed communication and diplomacy skills are required in order to guide, influence and properly inform others, which includes, members from other teams and at times external customers or vendors.

The role requires extensive research ability, logical analysis, the application of cause and effect, and the tenacity to ask probing questions to uncover and receive actual evidence. Additionally, high levels of skill and confidence are imperative while conducting follow up reviews with the business and technical subject matter experts.

Key Responsibilities:

  • Follow up on tasks by sending reminders to assignees

  • Evaluating task responses for evidence and asking for more when necessary

  • Creating BAU reports and sending according to current processes

  • Creating ad-hoc reports from Service Now. Compiling, evaluating data. Creating power point with story behind the data. All on demand.

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition at explains what we do and Citi Leadership Standards at explain how we do it. Our missionis to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.


  • ITIL Service Management Foundation V3 certification or above

  • Certifications such as CISA, CISSP, CBAP, PMP, or CRISC a plus.

  • Lean and Sigma Six training/experience a plus

  • ITIL Service management (or equivalent) work experience

  • Confident communicator at all levels (from technicians to senior managers)

  • Change-catalyst, a self-starter, and have a results-driven attitude

  • Experience interacting with senior management, direct line management, and stakeholder management.

  • Broad technical experience / interest (application/ infrastructure)

  • A previous role in Financial Services sector desirable – having an interest / capability to learn the sector is essential

  • Have a working knowledge of ServiceNow or a similar incident/problem tool

  • Are a team player, Collaborative, Achieving High Performance

  • Have the ability to interact successfully with global teams in US / Asia / Europe /LATAM/Mexico