Capital Markets Ops Analyst – ServiceNow Helpdesk

About the role

We are seeking a Capital Markets Operations Analyst to provide helpdesk support for digital banking and wealth management services. The role involves monitoring ServiceNow tickets, troubleshooting enterprise devices, and collaborating with internal technical teams.

Key responsibilities

• Monitor the ServiceNow queue, triage and prioritize incidents, requests and tasks according to WCSD requirements.
• Diagnose and resolve complex technical issues on mobile devices, laptops, desktops, printers, operating systems, network connectivity and software applications.
• Provide remote troubleshooting guidance and create detailed incident documentation in ServiceNow.
• Partner with Project Analysts to document new applications, procedures and support playbooks.
• Mentor teammates, act as an escalation point and serve as a subject‑matter expert for specialized technologies.

Required profile

• 2‑3 years of help‑desk experience in digital banking or wealth management.
• Legal right to live and work in the Philippines.
• Willingness to work night‑shift schedule with weekends off.

Required skills

• ServiceNow ticketing system.
• Mobile device management (smartphones, tablets).
• Windows and macOS operating systems.
• Network connectivity troubleshooting.
• Printer support and software application troubleshooting.
• Wealth Brokerage applications.