Wealth Infrastructure Specialist – Business Analyst
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About this role
**Citizens will not sponsor an applicant for a work visa, such as an H1-B, for this position***
As the Business Analyst, you will support Wealth Management business lines by managing day‑to‑day technology support requests from internal clients. This junior‑level role focuses on delivering responsive customer service, resolving routine technical issues, and escalating more complex matters as needed. Responsibilities include maintaining documentation, assisting with basic technology processes, and collaborating with team members to ensure smooth operational support.
Key Responsibilities
- Serve as a primary point of contact for internal client technology requests, ensuring timely and professional resolution.
- Troubleshoot and resolve routine technical issues; identify when escalation to senior team members is required.
- Assist with onboarding and supporting standard Wealth Infrastructure Technology tools and applications.
- Maintain and update standard operating procedures and knowledge base articles under team guidance.
- Communicate clearly and professionally with internal clients, peers, and partners through email, chat, and meetings.
- Manage assigned tickets and tasks within established service level agreements and deadlines.
- Coordinate with internal teams and external vendors to support issue resolution and operational activities.
- Identify opportunities for small-scale process improvements and efficiency enhancements in daily workflows.
- Support risk awareness by following established procedures and assisting with documentation related to operational and compliance requirements.
- Assist senior team members and management with ongoing projects, reporting, and ad hoc support needs.
Qualifications:
Required Qualifications
- 2+ years of relevant experience in a technology support, service desk, operations, or administrative support role
- Proficiency with Office 365 applications
- Strong attention to detail and reliable follow through on tasks
- Ability to work independently on routine tasks with appropriate guidance for more complex issues
- Effective collaboration skills and willingness to learn from team members
- Strong problem-solving skills for standard technical issues
- Ability to manage time and prioritize multiple requests in a fast-paced environment
- Strong interpersonal skills and the ability to build positive working relationships
- Self-motivated with the ability to seek out information and ask questions when guidance is needed
- General understanding of technology support concepts, including user access, hardware and software basics, and application troubleshooting
- Ability to be agile and open to learning new concepts/systems quickly
Preferred Qualifications
- Familiarity with ticketing systems such as Jira, ServiceNow, or similar platforms
- Interest in continuous learning, process improvement, and gaining broader technical knowledge
- Demonstrated past job stability
Education
- Associate degree in related field required
Hours & Work Schedule
- Hours per Week: 40
Work Schedule: M-F 8-5 PM ET ; 4 days in the office/ potential for 1 day work from home after being fully trained
Company
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.