Citi’s IT Service Management (ITSM) organization supports hundreds of thousands of IT incidents, problems, changes and requests each year, enabling Citi to deliver on its business-driven priorities. The IT Service Management Request Management Process Analyst is a key member of the IT Service Management Office and supports the end-to-end management of one or more ITSM processes.
As an IT Service Management Request Management Process Specialist, you will help create, develop, and be accountable for both short, medium, and long-term continuous improvement strategy for the Technology Request Management process at Citi. Working with ITSM process owners, operational execution/delivery owners, along with customers and stakeholders, you will help set process strategy, develop and operate a continual service improvement roadmap across process, technology, and people while supporting ongoing audit, risk, and compliance needs.
Key Responsibilities
- Define and refresh the enterprise ITSM process strategy aligned to ITIL v4, business goals, risk tolerance, and customer experience goals
- Working in conjunction with key stakeholders, for developing and executing Citi’s IT Request Management strategy globally and enterprise wide. This includes establishing Citi’s IT Request Management roadmap for both process and tooling
- Support governance boards and councils; secure alignment on priorities, funding, and KPIs
- Drive an integrated model linking process, service, platform, and data decisions
- Maintain authoritative standards procedures and control objectives; ensure audit readiness.
- Standardize process and workflows to improvement 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
- Tailor messaging, visuals, and tone of communications to audiences for clear, data-drive decision making
- Lead customer satisfaction survey design, scoring, and action planning.
- Stay active in ITSM communities, conferences, and analyst briefings; inject external best practices into the roadmap
- For changes to tooling, conduct end-to-end testing of processes, documenting technical testing and end-user UAT testing scenarios.
- End-user training when process/tooling changes are introduced, including, conducting application and implemented business process demonstrations and trainings to end-users and stakeholders, and conducting one-way and two-way live and recorded interactive training sessions for small, medium, and large audiences including preparation of material and voice-overlays.
GENERAL CHARACTERISTICS FOR SUCCESS:
The successful candidate will need to be a hands-on self-starter, capable of working with others around the world. This includes:
- Pro-active, can-do approach
- Customer focus
- Accuracy and attention to detail
- Personal commitment/Flexibility
- Excellent interpersonal and communication skills
- Demonstrable ability to multi-task and prioritize effectively
- Dynamic, enthusiastic, confident, reliable team member
- Strong performance record with history of increased responsibility
EXPERIENCE & EDUCATIONAL PREFERENCES
- Deep working knowledge of ITIL v4 – Foundation required; 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.
- Deep understanding of best practices across Incident, Problem, Change, Knowledge, and Request Management and familiarity with reporting/metrics design.
- Conversant across infrastructure, applications, and cloud technologies
- Outstanding written, verbal, and non-verbal communication; proven influencer who adapts rapidly to different audiences.
- 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
- SharePoint designer / design experience a plus
- ServiceNow CIS-ITSM or PMP/PMI-ACP a plus
- Familiarity with Jira Service Management and Jira a plus
- Familiarity with Product Management frameworks (SAFe, Lean Portfolio Management) a plus
- Lean Six Sigma/Black Belt advantageous
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Job Family Group:
Technology------------------------------------------------------
Job Family:
Infrastructure------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location:
Tampa Florida United States------------------------------------------------------
Primary Location Full Time Salary Range:
$87,280.00 - $130,920.00
In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
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Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
Anticipated Posting Close Date:
Jan 20, 2026------------------------------------------------------
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
Citi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Citi and has not been reviewed or approved by Citi.
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Healthcare Strength — Benefits coverage is positioned as comprehensive, including health, dental, and vision insurance plus on-site clinics, prescription drug support, and disability coverage. Family-building support such as fertility assistance is described as a notable differentiator within the overall package.
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Retirement Support — Retirement benefits are framed as strong, highlighted by a 401(k) with matching and additional plan options like a Roth 401(k). Financial support is reinforced through discounts and broader financial guidance resources tied to the benefits ecosystem.
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Wellbeing & Lifestyle Benefits — Wellbeing support extends beyond insurance through programs like an Employee Assistance Program, counseling/legal resources, and gym or wellness reimbursement. These offerings increase the perceived total rewards value even when cash compensation sentiment varies by role.
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