Analyst, L1 Support & Client Solutions, Control Management

Job Description

The Control Management team collaborates with various control disciplines to oversee existing control functions and develop new protocols. This approach ensures timely engagement with the appropriate teams and facilitates swift remediation of critical control issues across all affected areas of the firm. Job Summary As an Analyst within the Controls Management team, you will be responsible to enhance control oversight and efficiency by standardizing and automating operational risk reporting, providing access to aggregated firm wide information, and generating business risk insights. The Controls Room comprises several functional units, including the Data Management Operations team, Analytics, Reporting, and the Project Management Office. Job responsibilities Provide daily system support operations including issue resolution, user requests, enhancement requests, user acceptance testing, ad-hoc requests, etc. Monitor the support tools and mailbox for user tickets/issues. Prioritize and schedule tickets; escalate tickets/issues to the L2/L3 teams as required. Provide technology troubleshooting support on basic user issues and system issues such as data problems. Resolve and close user-related tickets assigned to Operate Support in a timely and complete manner by providing application knowledge. Coordinate Access Administration and support Recertification for supported applications. Be flexible in working rotational shifts (APAC, EMEA, and U.S.) Provide application testing/validation support on an as needed basis. Required qualifications, capabilities, and skills 4+ years of relevant experience in a similar role. Solid understanding of risk management and control principles. Excellent written and verbal communication abilities. A strong focus on delivering exceptional customer service. Ability to effectively communicate with both technical and business partners, adapting language to suit the audience. Strong organizational, documentation, and multitasking abilities, with a proven track record of managing expectations and delivering results. High level of professionalism, self-motivation, and a strong sense of urgency.