As a WKO Support Analyst, you will review ServiceNow tickets, troubleshoot KYC issues, ensure compliance, and collaborate with stakeholders to improve processes.
Job Description
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:
Required Qualifications, Capabilities and Skills:
Preferred Qualifications, Capabilities and Skills:
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
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.
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Top Skills
JIRA
MS Office
Servicenow
Sharepoint
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