Central Control Management - Controls Room L1 Business Analysis - Associate

Control Management maintains a strong and consistent control environment across the firm, grounded in a deep understanding of the business, its processes, and the compliance and operational risk landscape. With Control Managers appointed for each Line of Business, Function, and Region, we operate a comprehensive coverage and joint accountability model that promotes early risk identification, effective control design, and sustainable risk mitigation.  

Within Control Management, the Controls Room team collaborates with other control disciplines to oversee existing control functions and develop new control frameworks, protocols, and tooling solutions, empowering the three lines of defense with the information they need to manage their control environment.  

We are seeking a professional to apply analysis, reporting, and defect management skills within our suite of Operational Risk Management applications to support users and the broader organization, with the opportunity to grow into leading workstreams within a global support team and engage closely with senior stakeholders, end users, and technology partners.

Job Responsibilities: 

• Report on key performance indicators (KPIs) and oversee monitoring across SLA, performance, data quality, and incidents to ensure timely identification, documentation, and resolution of exceptions.
• Analyze user and application data, translating it into actionable and insightful information.
• Review data to identify trends, communicate findings, and recommend solutions to address identified issues.
• Lead triage meetings to review application defects and plan production releases.
• Communicate (verbally and in writing) detailed production incident/issue updates to senior stakeholders, end users, and technology partners.
• Partner with Technology to document bugs and prioritize fixes through production deployments.
• Partner with Product Owners to recommend enhancements to processes and systems based on user-data analysis.
• Partner with Data Quality and Metadata Management teams to ensure application data is accurate, consistent, and timely for users.
• Document support issues, procedures, and operating models; continuously maintain and update the knowledge bank.
• Create user and application reporting using visualization tools (e.g., Tableau).
• Engage users to gather feedback on applications and business processes, and collect information on application usage.

Required Qualifications, Capabilities and Skills:

• 2 years reporting experience required using data analytics and business intelligence tools such as Tableau/Alteryx/Cognos
• Excel proficiency (Pivots, V-Lookups, and Formulas)
• Experience with Tableau or other BI dashboard tools.
• General knowledge of ETL processes
• Experience with creating meaningful charts, graphs, or other data visualizations
• Experience in an Application Support/Client Service or Business Analyst/Product Owner role performing issue analysis and understanding monitoring requirements
• Strong control background, process improvement and project management experience
• Self-starter, critical thinker who can prioritize multiple initiatives
• Excellent written and verbal communication and strong communication skills, including oral, written and presentation
• Problem solving skills with AI tools.

Preferred Qualifications, Capabilities and Skills: 

• Intermediate knowledge of one or more relevant programming languages and tools is a plus (e.g., Python, R, Perl, SQL, Alteryx, IDQ)
• Strong working knowledge of Agile methodology and product delivery
• Strong customer service and support focus with a desire to deliver a high-quality service
• Self-motivated and highly professional with ability to lead and take ownership and responsibility
• Ability to multi-task, work under pressure and to tight deadlines
• Experience with AI or LLM tools in a support, or other, environment. 
• Experience with ticketing and triage/defect management highly preferred