Global Command Center, Sr Technology Analyst

The Senior Global Technology Analyst has achieved technical proficiency and knowledge of electronic trading systems. The Senior Global Technology Analyst is expected to demonstrate the following traits:

• Strong customer service talent that continually strives to achieve customer satisfaction
• Sound verbal, written, and analytical skills that showcase thoughts, problems, and solutions
• Proactive and self-motivated, effort driven work ethic that strives to overachieve
• Excellent teamwork qualities that enhance the group is a must-have
• Flexibility within their role as the needs of CME Group evolve to support new technology

Responsibilities will include and not be limited to the following:

• Field customer inquiries relating but not limited to Globex functionality, market events, connectivity, business technology, and product schedules
• Fluently conduct architectural discussions regarding current and future states of Globex or other trading systems
• Perform technical investigations for both internal and external clients – be able to articulate difficult and complex problems and solutions to a broad range of audiences
• Develop ad-hoc queries and perform complex data analysis to support or change policy, process, procedures, and technology
• Support of all deployments including bug fixes and new functionality (This may include weekend or after-hours support from time to time)

Principle Accountabilities:

Utilizing skilled proficiency, execute duties that provide accurate, precise, timely information to consumers of our services while minimizing risk to these consumers and to CME Group. Quickly identify the business need to understand the consequence and impact. Measure the sense of urgency and determine the best course of action. The Senior Analyst will display a working knowledge of the following GCC Tech and GCC primary duties:

• Critical assistance involving order cancel, status, and net positions
• Provide functional and technical support for our all-electronic trading and clearing systems and applications such as iLink, MDP, CME Direct, Drop Copy, STP, Corvil, Splunk, FIX Protocol, etc.
• Proactively perform mission-critical impact analysis utilizing all tools at your disposal
• Respond, investigate, and properly escalate alerts and issues impacting system/market performance and integrity
• Continually evaluate current process and procedure and when necessary, improvise and introduce new ways to improve efficiency

Customer Service – Support and foster the image and brand of GCC and CME Group through all interactions with customers. The Senior Analyst will consistently display the following characteristics:

• Professional communication and conduct
• Friendly tone through written and verbal correspondence
• Provide concise, thoughtful, and deliberate responses
• Accountability for one’s actions/work
• Treat customer concerns with high importance

Teamwork – Continue to strengthen the GCC’s culture of teamwork by identifying and maximizing opportunities for cooperation, coordination, and collaboration. The candidate should be able to consistently demonstrate:

• Be approachable, courteous, and proactive to teammates requiring assistance
• Receptive to feedback and a willingness to improve both personally and professionally
• Possess a solution-oriented mindset when confronted with challenges or when voicing concerns
• Participate in various projects and ensure the team is knowledgeable and prepared to support upcoming enhancements

Qualifications:

• Bachelor’s Degree or relevant work experience
• 3+ years of trading industry experience
• Excellent communication (written and verbal) and organizational skills
• Prior customer support experience in a customer facing, high stress, fast paced environment
• Proficient in MS Office programs
• Familiarity with Unix based systems
• Basic understanding of the FIX Protocol
• Familiarity with Google console / workspace

Additional desirable qualifications:

• Basic understanding of network protocols, topology, and tools
• Familiarity with databases and data storage
• Experience with tools such as Splunk and Corvil