AML System Support Analyst - L1 at Prodapt

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 to investigate data discrepancies. (Oracle, Mongo, Postgres)
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.
Experience in a banking or financial services environment is a significant plus.