Technical Support Professional-AMS-

2 weeks ago

Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

Key Responsibilities:

  • Member/Customer Data Management:

  • Accurately update and maintain member/customer master data (e.g., name, ID, contact information) in core systems.

  • Understand the customer lifecycle, segmentation, and touchpoints to ensure data is captured correctly.
  • Ensure compliance with Anti-Money Laundering (AML) requirements, maintaining accurate member data and assisting in reporting when necessary.
  • Handle Personally Identifiable Information (PII) with high sensitivity, ensuring strict adherence to data privacy policies.

  • Incident Management:

  • Manage and resolve incidents, including handling P1 tickets effectively and efficiently.

  • Use ServiceNow for incident creation, updates, and resolution in accordance with SLA timelines.
  • Escalate incidents as necessary and collaborate with relevant teams for timely resolution.
  • Conduct basic Root Cause Analysis (RCA) and issue classification to identify recurring problems and prevent future occurrences.

  • Technical Support:

  • Utilize IMS DC and mainframe screens to retrieve and update data as needed.

  • Use SQL to query, extract, and analyze data for various operational needs.
  • Leverage knowledge of Conversant or similar tools to streamline data management tasks and processes (preferred).

  • Data Governance (Nice to Have):

  • Contribute to ongoing data governance initiatives to maintain data integrity, quality, and security.

  • Provide recommendations to improve data management processes and practices.

Minimum Qualifications:

  • Proven experience in managing and updating financial member/customer data.
  • Strong understanding of the customer lifecycle, segmentation, and data touchpoints.
  • Hands-on experience with IMS DC and mainframe screens.
  • Proficiency in SQL for data extraction and analysis.
  • Familiarity with ServiceNow and incident management processes.
  • Awareness of AML regulations and the importance of data privacy.
  • Experience handling PII and adhering to relevant data privacy policies.

Preferred Qualifications:

  • Familiarity with Conversant or similar data management tools.
  • Experience in data governance and data management practices.

Skills & Competencies:

  • Strong attention to detail and accuracy.
  • Ability to handle sensitive data with confidentiality and professionalism.
  • Problem-solving mindset with a proactive approach to incident management.
  • Excellent communication and collaboration skills.

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