Wealth & Banking Service Helpdesk Analyst | Capital Markets Ops Analyst

Work Setup: Onsite – Taguig, Uptown Bonifacio Tower 3
Work Schedule: Night Shift | Weekends Off
Salary: Confidential – to be discussed during the job offer

About the Role

We are looking for a Wealth & Banking Service Helpdesk Analyst / Capital Markets Ops Analyst to join our team in Taguig.

This role is ideal for an experienced technical support professional who can provide high-quality enterprise support while working with financial services and wealth brokerage applications.

You will be responsible for monitoring and managing ServiceNow tickets, troubleshooting complex technical issues, supporting end users, collaborating with technical teams, and contributing to continuous improvement initiatives.

The ideal candidate has strong enterprise technical support experience, excellent troubleshooting skills, and preferably hands-on experience with ServiceNow and Wealth Brokerage applications.

Key Responsibilities

• Monitor the ServiceNow queue for newly assigned incidents, requests, and tasks; triage and prioritize work according to established requirements.

• Diagnose and resolve complex technical issues involving enterprise-managed mobile devices, laptops, desktops, printers, operating systems, network connectivity, and software applications.

• Provide remote troubleshooting and clear, step-by-step technical guidance to end users.

• Create, update, document, and route incidents and requests in ServiceNow in accordance with established processes.

• Partner with Project Analysts to document new applications, procedures, and technical support playbooks.

• Participate in project meetings by providing technical input, advising on implementation approaches, and identifying potential risks and dependencies.

• Collaborate with internal technical teams to resolve advanced issues and ensure timely resolution.

• Serve as a mentor and escalation point for complex technical issues.

• Coach teammates on effective troubleshooting techniques and customer communication.

• Act as a subject matter expert for assigned technologies and support initiatives.

• Maintain clear and complete documentation of issues, troubleshooting steps, and resolutions in ServiceNow to support knowledge transfer and consistent service delivery.

• Participate in ongoing training to stay current with new technologies, tools, systems, and support practices.

Qualifications

• 2–3 years of relevant experience in technical support, service desk, IT support, or a related field.

• Experience providing enterprise technical support.

• Strong troubleshooting and problem-solving skills across hardware, software, operating systems, network connectivity, and enterprise applications.

• Experience with ServiceNow ticketing system is highly preferred.

• Experience supporting Wealth Brokerage applications is an advantage.

• Strong verbal and written communication skills.

• Ability to provide clear and professional technical guidance to end users.

• Strong documentation and ticket management skills.

• Ability to collaborate effectively with internal technical teams and stakeholders.

• Comfortable working in a fast-paced enterprise environment and handling escalated technical issues.

• Willing to work onsite in Taguig on a night shift schedule.

• Must be currently in the Philippines and have the legal right to live and work in the country.

Work Setup & Schedule

• Location: Uptown Bonifacio Tower 3, Taguig

• Setup: 100% Onsite

• Shift: Night Shift

• Days Off: Weekends Off

Recruitment Process

1. Initial screening with CV Reviewer

2. Validation and further CV screening through Workday, including the HRI Toolkit, FCV, and CV

3. Client Review

Pre-Screening Questionnaire

Interested candidates are requested to provide the following information:

1. How many years of relevant Wealth & Banking Service Helpdesk / Technical Support experience do you have?

2. Do you have enterprise technical support experience? If yes, please provide details.

3. Do you have experience with the ServiceNow ticketing system?

4. Do you have experience supporting Wealth Brokerage applications?

5. What was your last drawn salary?

6. What is your salary expectation?

7. Are you amenable to working onsite in Taguig, Uptown Bonifacio Tower 3, on a night shift schedule with weekends off?

8. When are you available to start once hired?

Questionnaire Link: https://myglit.com/lateral/cref/1a95aff3da

Important Application Reminder

Applicants must be currently based in the Philippines and have the legal right to live and work in the country.

Please ensure your latest CV is submitted in PDF format and that your screening information is complete and accurate.