• Apply technical knowledge to improve enterprise level policy, strategy, process, procedures. • Conduct research, communicate with stakeholders, prepare/present findings.

• Lead and deliver internal audits from planning through to reporting and follow-up. • Assess the design and effectiveness of controls across operational, regulatory, financial and technology processes. • Identify risks, determine root causes and provide practical recommendations to strengthen controls and improve outcomes. • Deliver assurance work across our regulated business and assess compliance with regulatory obligations across multiple jurisdictions. • Evaluate controls supporting areas such as Safeguarding, AML, Consumer Protection, Data Privacy, and Regulatory Reporting. • Develop understanding of evolving regulatory expectations and emerging risks affecting the global payments and remittance industry. • Build and maintain effective working relationships with internal stakeholders across the 1st and 2nd Lines of Defense. • Communicate audit observations clearly and support stakeholders in developing effective remediation plans. • Contribute to continuous improvement of the Internal Audit function and support audit planning and risk assessment activities. • Use data analytics, automation and AI-enabled audit techniques to enhance audit coverage, support analysis and improve efficiency.

• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization. • Lead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II support • Serve as the senior escalation point for complex customer service issues • Establish operational goals, performance objectives, and customer service standards • Ensure consistent delivery of high-quality technical support services across the organization • Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands • Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and Service Request processes • Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) • Monitor ticket queues and workload distribution to optimize service delivery • Analyze service trends and implement improvements to increase first-call resolution and customer satisfaction • Lead Major Incident response activities and coordinate communications during service disruptions • Collaborate with Change Management teams to minimize user impact during system changes

• Must be able to obtain and maintain a Public Trust security clearance. • 3+ years professional Help Desk experience. • Bachelor’s degree in information technology or equivalent experience. • Must have experience as a Help Desk Analyst supporting Microsoft applications. • Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications. • Experience providing Tier 1 Help Desk support. • ServiceNow Help Desk experience required. • Keep up to date on ServiceNow best practices. • Customer service driven. • Excellent written and verbal communication skills. • Must be detail oriented.