Monitor RegTech issue tracker/helpdesk email and escalate or respond to tickets within agreed upon SLAs
Monitor and reconcile incoming requests with vendor Jira board and prioritize critical issues for governance review
Manage/monitor new hire request tickets and track progress to ensure smooth onboarding
Provide RegTech admin support for all users using various channels – Support Desk portal, Support desk email, personal email
Support Product team with UAT testing as needed
Collaborate with Enterprise Application team to support system testing and observability efforts
Work with product owners to proactively maintain system, understand new features, and ensure optimal user experience
Collaborate with 3rd party MSPs for support tickets requiring vendor assistance
Track vendor tickets to ensure priorities are being addressed according to urgency and SLAs
Initiate process improvements based on feedback, changing user requirements, etc.

2+ years in a technical or product support-type role
Practical knowledge of core business processes including, but not limited to, user support, troubleshooting, vendor management, basic technical skills
Ability to communicate effectively both verbally and in written form with managers and teammates
A passion for learning how new software works, and for understanding how it is used to support our business
Demonstrates strategic and creative problem-solving skills and take extra steps to understand the problem to present the best options for a solution
Is oriented to quality results and able to deliver under tight deadlines
Compassion—cares deeply about helping customers, and driven to make sure they have great experience with our products and team
Communication skills—works well with people and puts a confused user at ease
Prior experience in a customer-facing role is a plus
Knowledge of RegTech, KYCP, and/or Napier is a plus
Demonstrated willingness to learn system functionality and use cases to effectively support users and solve problems
Demonstrated technical ability to troubleshoot incoming customer support tickets
Demonstrated ability to multitask and pivot as needed to address shifting priorities
Team player with can-do attitude

Annual success-sharing bonuses or commission plans based on individual performance
Range of support to colleagues with disabilities

Service Desk Analyst

Key skills