The Incentive System Support Analyst is a key member of the Sales Performance Management (SPM) Information Shared Services team. This position ensures accurate and efficient administration of incentive compensation processes, data integrity, and system functionality. The role involves technical expertise, strong analytical skills, and proactive collaboration with business partners to maintain and enhance SPM systems and processes.  This role is an entry level position for the administration of the Varicent ICM and has potential for advancement to an ICM Administrator level.

Key Responsibilities:

• Data Management & Validation
  • Perform daily data validation and troubleshoot file load errors.
  • Engage business partners as needed, including managing help desk tickets.
  • Execute manual data loads and perform checksum audits to ensure accuracy.
• Process Administration
  • Administer and monitor established processes supporting incentive plan operations, including: 
    • Payee and hierarchy maintenance
    • Plan eligibility and participation
    • System extracts and reporting 
    • Field-facing administrative tools like plan acknowledgement, allocations and roster validations
• System & Initiative Support
  • Support ICM team role in SPM initiatives, including data migration to the data lake.
  • Maintain data dictionaries and manage new requests or changes to existing inputs.
  • Conduct internal system audits and cleanup activities.
• Documentation & Compliance
  • Create and maintain documentation for internal procedures, audit routines, and colleague readiness.
  • Manage system access requests and perform regular User Entitlement Reviews.
• Testing & Issue Resolution
  • Act as first-line contact for incoming questions and issues; manage ServiceNow tickets.
  • Test configuration changes, workflows, templates, and forms to ensure system integrity.
• Collaboration
  • Represent the team in partnership routines and cross-functional initiatives.
  • Support quality assurance & internal audit testing

Required Skills & Experience:

• 1-3 years in business and data analysis, including requirements development and technical delivery.
• Strong understanding of databases and SQL.
• Knowledge of incentive plans and related administration processes.
• Proficiency in Microsoft Office Suite (Excel, Project, Visio, PowerPoint, Word).
• Ability to work independently, resolve issues, and escalate appropriately.
• Excellent follow-up and communication skills (oral and written).
• Ability to manage competing priorities while meeting Service Level Agreements (SLAs).
• Ability to manage workload and incoming work with Agile methodologies (Kanban).

Preferred Skills & Experience:

• 3–5 years of experience in financial services across customer-facing, leadership, or technical roles.
• 1-3 years of administrative experience with an incentive compensation management system, preferably Varicent.

Education & Certifications:

• Bachelor’s Degree required.

Role is FINRA associated.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:00 AM – 5:00 PM, Monday - Friday

Remote will be considered if not in commuting distance to a Citizens office location.

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Pay Transparency 

The salary range for this position is $73,000 - $109,000 per year.  Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. 

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits . 

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.

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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.