Lead ECHO Analyst

Advanced role within the Exchange Connectivity and Hosting Operations Team. Lead Analyst will work with customers, carriers, and internal teams on requests, leading them through the installation, activation and billing of most, if not all, connectivity solutions. Lead Analyst will also participate, lead, or be seen as a knowledgeable resource on projects associated with connectivity, hardware upgrades, and/or co-location products. Role may include responsibility for management of assigned customers and carriers within the CME hosting facilities. This would include onboarding, kickoff presentations, service delivery and connectivity requests, order form creation, updating master layout, trackers, etc. at CME and Google Data Centers. Responsible for creating/delivering monthly colocation metrics dashboard. Lead Analyst will provide direction, guidance, and/or training to assist junior team members around various ECHO tasks, policies or procedures, billing inquiries, Docusign, and proper data entry in enterprise data base or CRM systems. May oversee junior team members or interns. 

Requires higher level of analytical skills when completing daily activities or assisting others. Has a strong understanding of network connectivity and/or hosting processes and procedures. Many tasks require critical thinking skills and situational analysis to make and follow through on independent decisions. Requires guidance from senior team members on very few tasks. Lead Analyst will have strong CRM skills and be able to perform advanced level searches, investigations, etc. in completion of daily activities. Is responsible for entering or uploading all order related paperwork, circuit information, customer forms, data and contact information into the Enterprise Data Base system, CRM system, SharePoint/Confluence sites and any applicable tracking spreadsheets in a timely manner. Will use automation tools for provisioning and troubleshooting. Lead Analyst will be responsible for creating and/or submitting daily change control requests for the Remedy ticketing system and may function as a Remedy Change Coordinator or SME resource for the team, providing 2nd level Remedy support and/or training to more junior members. Lead Analyst should be able to handle all billing inquiries received from customers with little assistance.  Strong written and verbal communication skills are critical.

Principal Accountabilities:
1. Manage standard to complex-level customer connectivity requests across all markets from submittal to completion.  Support/lead the onboarding and service delivery activities of customers and carriers at CME and/or Google data centers. (60%)
2. Resolve (and train junior team members around) complex customer billing inquiries (5%)
3. Perform audits, respond to SOC2 requests, gather/present colocation metrics dashboard, update documentation as needed (5%)
4. Manage larger projects and assignments as needed. For example: Data Center relocations, switch upgrades, new product rollouts, migrations, Partner Exchange connectivity, etc. ( 20%)
5. Customer management and relationship activities - includes conducting annual service review meetings, creation of custom remote hands orders, etc. (10%)

Skills & Software Requirements:

Experience: 5+ years of experience in Project Management, preferably in network connectivity, telecom or IT infrastructure.

• Project Management Experience - Ability to manage multiple client related projects in parallel, updating the CRM system, Creating, Maintaining and Updating Trackers e.g. Smartsheet; and providing concise updates to Stakeholders.

• Technical Proficiency - Strong experience in WAN, LAN, VPN and cloud connectivity. Experience working with Telecom carriers and Data Centers to support client connectivity solutions; Familiarity with Cloud connectivity.

• Strong communication and customer service skills - Updating internal/external stakeholders with status on their individual project or a broader project impacting multiple clients; Demonstrating diplomacy in the handling of problem-solving skills.

• Industry Experience - Experience working with Business and Technical teams to manage connectivity to trading platforms and Data Center Hosting.

• Team & Leadership Skills - Ability to collaborate across the group; Process Improvements and Training/Development of more junior members of the team.

• Software - Knowledge of Google Workspace; Smartsheet; Remedy

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CME Group: Where Futures are Made

CME Group is the world’s leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career by shaping tomorrow. We invest in your success and you own it – all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we’re looking for more.

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