Business Analyst- Wholesale KYC Operations

Join a collaborative team dedicated to operational excellence and client service in Wholesale KYC Operations. Be at the forefront of resolving critical KYC application issues and supporting compliance initiatives. Grow your expertise in a dynamic environment with opportunities for professional development.

Job Summary:

As a WKO Support Analyst within the Wholesale KYC Operations team, you perform initial reviews of ServiceNow tickets related to KYC policy, procedures, and workflow issues. You engage directly with end users and partner with subject matter experts to resolve inquiries efficiently. You ensure user education, escalate technical and operational gaps, and contribute to process improvements.

Job Responsibilities:

• Perform reviews of procedural inquiries and troubleshoot KYC application issues.
• Complete thorough research of WKO resources to resolve user-education tickets.
• Monitor and manage ticket queues in ServiceNow, maintaining established SLAs.
• Escalate recurring themes to managers, process owners, or tech partners.
• Maintain and expand knowledge of system functionality and operational processes.
• Engage directly with WKO Ops users via Teams, email, and ServiceNow.
• Establish and nurture relationships with stakeholders and subject matter experts.
• Ensure compliance with all relevant procedures, policies, and controls.
• Formulate recommendations for process improvement and risk mitigation.
• Cross-train and collaborate regularly with peers.
• Review and complete control checks for access requests, ensuring timely approvals.

Required Qualifications, Capabilities and Skills:

• Demonstrate a minimum of two years experience in operational or technical/support roles.
• Communicate effectively in both written and verbal English.
• Solve problems independently by researching across multiple sources.
• Build strong interpersonal relationships at all organizational levels.
• Explain complex technical concepts in user-friendly language.
• Manage workload and SLAs in a fast-paced, agile environment.
• Adapt to shifting priorities and changing ticket volumes.

Preferred Qualifications, Capabilities and Skills:

• Utilize Microsoft Office applications and SharePoint proficiently.
• Apply knowledge of Agile methodologies and JIRA.
• Operate effectively within the ServiceNow application.
• Leverage experience with KYC subject matter or applications.
• Hold a BA/BS degree or equivalent work experience.
• Seek opportunities for self-development and knowledge sharing.
• Support flexible shift coverage as business needs arise.