DE033554-Wealth & Banking Service Helpdesk Analyst

Accenture; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Accenture in Taguig Uptown Bonifacio Tower 3 is seeking a Capital Markets Ops Analyst for Return to Office operations. You’ll monitor the ServiceNow queue, triage incidents and requests, diagnose complex technical issues, and provide remote guidance to end users.

You’ll document steps and resolutions in ServiceNow, mentor teammates, participate in project meetings, and collaborate with internal teams to drive timely outcomes while staying current with new tools and support practices.

Qualifications

• 2–3 years of relevant enterprise tech support experience.
• Experience with ServiceNow ticketing system.
• Familiarity with Wealth Brokerage applications is a plus.

Responsibilities

• Monitor the ServiceNow queue for incidents, requests, and tasks and triage per WCSD.
• Diagnose and resolve complex issues on devices, OS, networks, and apps.
• Provide remote guidance with clear, step-by-step instructions.
• Document incidents and resolutions in ServiceNow.
• Mentor teammates and escalate complex issues as needed.
• Collaborate with internal teams to resolve issues and identify risks.
• Attend project meetings to provide technical input and recommendations.
• Stay current on new technologies and support practices.

Skills

2 to 3 years experience

Enterprise technical support

Tools

ServiceNow

Wealth Brokerage apps

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE

Capital Markets Ops Analyst

WORK SETUP

Return to Office

RESPONSIBILITIES

• Monitor the ServiceNow queue for newly assigned incidents, requests, and tasks; triage and prioritize work in accordance with WCSD requirements.
• Diagnose and resolve complex technical issues related to enterprise-managed mobile devices, laptops, desktops, printers, operating systems, network connectivity, and software applications.
• Provide remote troubleshooting and clear, step-by-step guidance to end users.
• Create, update, and route incidents and requests in ServiceNow in accordance with documented processes.
• Partner with the Project Analyst to document new applications, procedures, and support playbooks.
• Attend project meetings to provide technical input, advise on implementation approaches, and help identify risks and dependencies.
• Collaborate with internal technical teams to resolve advanced issues and drive timely outcomes.
• Serve as a mentor and escalation point for complex technical issues, coach teammates on troubleshooting approaches and customer communication.
• Act as a subject matter expert for specialized technologies and support initiatives.
• Document issues, troubleshooting steps, and resolutions in ServiceNow with clear, complete notes to enable consistent support and knowledge transfer.
• Participate in ongoing training to remain current on new technologies, tools, and support practices.

OTHERS

• Project Shift Schedule: Night Shift
• Project Rest Day: Weekends Off
• Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS

• 2 to 3 years of relevant experience
• Enterprise technical support experience
• Good to have experience in ServiceNow ticketing system and Wealth Brokerage applications

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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