AML Product Support – L1

OverviewThe First-Line AML Systems Support Analyst serves as the initial point of contact for users of the Anti-Money Laundering (AML) systems. The primary responsibility is to provide prompt and effective support by handling a wide range of user inquiries, from basic service requests to immediate incidents and troubleshooting.The role requires a blend of technical and interpersonal skills. The analyst must perform basic troubleshooting, monitor system performance, and escalate complex issues to higher-level support teams. They are also responsible for maintaining a knowledge base and ensuring that all support activities align with strict AML/KYC standards. This position is critical for ensuring the smooth and compliant operation of the company's financial crime prevention toolsResponsibilitiesFirst-Line Support: Serve as the first point of contact for AML system users, handling incidents, service requests, and queries.Issue Resolution: Perform basic troubleshooting (e.g., login/access, data input, workflow errors) and escalate complex cases to L2/L3.System Monitoring: Track system alerts, data processing jobs, and transaction workflows to ensure AML tools function smoothly.User Guidance: Assist users with AML system features, navigation, and standard processes (KYC, Transaction Monitoring, Customer Due Diligence).Ticket Management: Maintain accurate records of issues, updates, and resolutions while ensuring closure within agreed SLAs.Collaboration: Coordinate with L2 support and compliance teams on critical issues and configuration requests.Knowledge Base: Develop and maintain FAQs, user guides, and quick-reference materials.Compliance Alignment: Ensure support activities follow AML/KYC standards and regulatory requirements.RequirementsEducation: Bachelor’s degree or diploma in IT, Computer Science, or related field.Experience: 1-2 years in IT or application support/helpdesk; exposure to AML or financial compliance systems is an advantage.Technical Skills: Basic SQL and database knowledge; familiarity with Linux/Windows environments.AML Knowledge: Understanding of AML/KYC principles and regulations (FATF, OFAC, BSA) preferred but not required.Problem-Solving: Ability to follow troubleshooting steps, identify recurring issues, and escalate appropriately.Communication: Strong verbal and written communication skills, with the ability to support non-technical users.Certifications (Preferred): CompTIA A+, ITIL Foundation, or AML awareness certifications.