Wealth Infrastructure Specialist – Business Analyst

 **Citizens will not sponsor an applicant for a work visa, such as an H1-B, for this position***

As the Business Analyst, you will support Wealth Management business lines by managing day‑to‑day technology support requests from internal clients. This junior‑level role focuses on delivering responsive customer service, resolving routine technical issues, and escalating more complex matters as needed. Responsibilities include maintaining documentation, assisting with basic technology processes, and collaborating with team members to ensure smooth operational support.

Key Responsibilities

• Serve as a primary point of contact for internal client technology requests, ensuring timely and professional resolution.
• Troubleshoot and resolve routine technical issues; identify when escalation to senior team members is required.
• Assist with onboarding and supporting standard Wealth Infrastructure Technology tools and applications.
• Maintain and update standard operating procedures and knowledge base articles under team guidance.
• Communicate clearly and professionally with internal clients, peers, and partners through email, chat, and meetings.
• Manage assigned tickets and tasks within established service level agreements and deadlines.
• Coordinate with internal teams and external vendors to support issue resolution and operational activities.
• Identify opportunities for small-scale process improvements and efficiency enhancements in daily workflows.
• Support risk awareness by following established procedures and assisting with documentation related to operational and compliance requirements.
• Assist senior team members and management with ongoing projects, reporting, and ad hoc support needs.

Qualifications:

Required Qualifications

• 2+ years of relevant experience in a technology support, service desk, operations, or administrative support role
• Proficiency with Office 365 applications
• Strong attention to detail and reliable follow through on tasks
• Ability to work independently on routine tasks with appropriate guidance for more complex issues
• Effective collaboration skills and willingness to learn from team members
• Strong problem-solving skills for standard technical issues
• Ability to manage time and prioritize multiple requests in a fast-paced environment
• Strong interpersonal skills and the ability to build positive working relationships
• Self-motivated with the ability to seek out information and ask questions when guidance is needed
• General understanding of technology support concepts, including user access, hardware and software basics, and application troubleshooting
• Ability to be agile and open to learning new concepts/systems quickly

Preferred Qualifications

• Familiarity with ticketing systems such as Jira, ServiceNow, or similar platforms
• Interest in continuous learning, process improvement, and gaining broader technical knowledge
• Demonstrated past job stability 

Education

• Associate degree in related field required

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: M-F 8-5 PM ET ;  4 days in the office/ potential for 1 day work from home after being fully trained

   

• Customer Journey Orchestration
• Diversity and Inclusion (D&I) Strategy and Policy