JOB TITLE: Wealth & Banking Service Helpdesk Analyst | Capital Markets Ops Analyst
WORK SETUP: Onsite/Hybrid in Taguig or Cubao, Quezon City
WORK SHIFT: Night shift, weekends off
Salary budget: Confidential (Will be discussed during the job offer)

SKILLS AND QUALIFICATIONS:

• 2 to 3 years of relevant experience
• Enterprise technical support experience
• Good to have experience in ServiceNow ticketing system and Wealth Brokerage applications

RESPONSIBILITIES:

• Monitor the ServiceNow queue for newly assigned incidents, requests, and tasks; triage and prioritize work in accordance with WCSD requirements.
• Diagnose and resolve complex technical issues related to enterprise-managed mobile devices, laptops, desktops, printers, operating systems, network connectivity, and software applications.
• Provide remote troubleshooting and clear, step-by-step guidance to end users.
• Create, update, and route incidents and requests in ServiceNow in accordance with documented processes.
• Partner with the Project Analyst to document new applications, procedures, and support playbooks.
• Attend project meetings to provide technical input, advise on implementation approaches, and help identify risks and dependencies.
• Collaborate with internal technical teams to resolve advanced issues and drive timely outcomes.
• Serve as a mentor and escalation point for complex technical issues, coach teammates on troubleshooting approaches and customer communication.
• Act as a subject matter expert for specialized technologies and support initiatives.
• Document issues, troubleshooting steps, and resolutions in ServiceNow with clear, complete notes to enable consistent support and knowledge transfer.
• Participate in ongoing training to remain current on new technologies, tools, and support practices.

Additional Information:
• Open to applicants who are currently in the Philippines and already have the right to live and work in this country are eligible for this role

RECRUITMENT PROCESS:

• Screening with CV Reviewer
• Endorse for Validation and further CV screening through Workday, along with the HRI toolkit, FCV, and CV
• For review with the client



PRE-SCREENING QUESTIONS

• How many years of relevant Wealth & Banking Service Helpdesk experience do you have?
• Do you have any enterprise technical support experience?
• Do you have ServiceNow ticketing system and Wealth Brokerage applications experience?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to working on an onsite setup with a night shift schedule in Taguig?
• When are you available to start once hired?

Kindly respond to the Pre-screening questions for evaluation