Client Services Senior Analyst

The Ocean Operations team is responsible for the analysis and support of all trading and technical related inquiries for Nasdaq Eqlipse Trading and related products. Members of the Ocean Operations team will be responsible for providing efficient and high quality client services to our North American Markets customers. Responsible for continuing development and improvement of the client services with the overall objective of driving efficiency and increasing service quality. This position is responsible for both trading and technical support.

• Carry out the day-to-day operations of the Ocean Operations groups, handling all trading and technical inquiries from internal and external customers.
• Oversee technical support and user management for all ancillary products such as our frontend UIs
• Manage communications during during major crisis situations and incident resolutions.
• Manage the communication process during major outages in order to ensure the best outcome for our customers.
• Ensure timely response and resolution of escalated customer issues within ticketing and phone support systems.
• Design and implement process and procedural changes to improve the efficiency and self-sufficiency of the Ocean Operations team.
• Drive new ideas and initiatives that add value for customers and the department.
• Manage and improve the client certification and testing process to ensure proper adoption by our customer base.
• Manage and own the customer relationship as it pertains to support and operational issues.
• Education Required:  B.S. in Business, Computer Science, Information Systems, a related discipline, or equivalent work experience
• Experience Required:  5+ years
• Familiarity with FIX and other trading protocols
• Knowledge of Equities market structure
• Understanding of Nasdaq systems a plus
• This is a hybrid role that requires 3 days per week in the Philadelphia Office.

• Education Required: Bachelor's degree required, comparable experience may be substituted

• Experience Required:  At least 3 years

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

What We Offer

We’re proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq’s overall success.

The base pay range for this role is $60,000 - $107,000. In addition to base salary, Nasdaq provides a generous annual bonus/commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.

Nasdaq’s programs and rewards are intended to allow our employees to:

• Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities

For more information, visit Nasdaq Benefits & Rewards Career page.