AML System Support Analyst - L1

Overview The IMTF AML Application Support Analyst (L1) is responsible for providing first-line technical and functional support for the IMTF Anti-Money Laundering suite, including KYC, Transaction Monitoring, and Customer Due Diligence solutions. This role serves as the primary point of contact for incident and service request management, ensuring timely troubleshooting, resolution, and escalation of system issues while maintaining strict adherence to regulatory and operational standards. The position requires a strong foundation in technical troubleshooting, data investigation, and system monitoring within a financial services environment. The analyst will work closely with compliance teams, second-line technical support, and vendors to ensure system stability, data integrity, and effective rule-based detection. Success in this role depends on the ability to manage competing priorities, communicate clearly with non-technical stakeholders, and contribute to continuous improvement through documentation and knowledge sharing. 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. 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. 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.