The AML System Support Analyst - L1 acts as the primary point of contact for the IMTF AML suite, including KYC, Transaction Monitoring, and CDD modules. In this role, you will acknowledge, triage, and take ownership of incoming incidents and service requests while ensuring the system runs optimally and remains aligned with regulatory standards.
Responsibilities
- First-Line Product Support: Act as the primary point of contact for the IMTF AML suite (KYC, Transaction Monitoring, CDD). Acknowledge, triage, and take ownership of incoming incidents and service requests.
- Ticket Troubleshooting: Directly troubleshoot and resolve L1 technical tickets related to data processing, rule triggers, and user access issues within the IMTF environment.
- SLA Management: Ensure all assigned tickets are handled within agreed Service Level Agreements (SLAs), providing regular updates to users on resolution progress.
- Standard Configurations: Execute routine system configurations and updates to rule-based detections as directed by the compliance and L2 technical teams.
- Health Monitoring: Perform daily and periodic system health checks and monitor data flows to ensure IMTF solutions are running optimally and alerts are firing correctly.
- Escalation Pathing: Accurately document troubleshooting steps taken and escalate complex, deep-rooted technical bugs to L2 support or vendor teams when necessary.
- Knowledge Base Contribution: Draft and maintain "how-to" articles and FAQs based on common L1 ticket resolutions to help streamline future support.
- Compliance Alignment: Maintain a basic understanding of KYC/AML standards to ensure that support activities do not compromise regulatory integrity.
Requirements
Core Competencies:
- Troubleshooting: A logical approach to diagnosing software issues and identifying quick-fix resolutions.
- Communication: Ability to provide clear, professional, and non-technical updates to compliance officers and end-users.
- Time Management: Ability to multitask and prioritize a queue of tickets in a fast-paced environment.
Technical Skills:
- SQL: Ability to write basic to intermediate queries (Oracle, Mongo, Postgres) to investigate data discrepancies.
- Ticketing Systems: Proficiency with tools like JIRA, ServiceNow, or similar ITSM platforms.
- Operating Systems: Familiarity with Linux/Unix environments and basic shell commands.
Qualifications:
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Experience: 2 years of experience in a technical helpdesk, L1 support, or system administration role.
- Domain Knowledge: Experience in a banking or financial services environment is a significant plus.
How to Apply
Interested and qualified candidates should apply online through the Prodapt careers portal at careers.prodapt.com or via the application link provided: Apply Now.
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