Senior Analyst - Client Support, AxiomSL

Why Nasdaq

When you work at Nasdaq, you’re working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we’re all valued for our unique perspective.
Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.
Here, we’re committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

Our support team is the first line support for our clients, playing a key role in acknowledging, understanding and investigating any issues that may arise with regards to our solutions or the AxiomSL platform. This role will require daily interaction with clients through our Case Management system, email or interactive calls/meetings with the sole aim of resolving any issues as efficiently and quickly as possible. The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required. Other aspects of the role will include the internal development of processes, documentation and management of the internal infrastructure. The successful candidate will be encouraged to take responsibility and ownership of some of these operations. We are looking for someone who wants to take their career to the next level and help to develop both themselves and the company as we continue to grow. There are several internal opportunities to move on to other parts of the business as the successful candidate progresses within the role.

Key Responsibilities

• Provide expert-level functional support efficiently resolving Axiom product issues via Case Management System, phone or zoom including replication and analysis of issues in mirrored AxiomSL support environment
• Client issues investigation and resolution: reproduction of suspected bugs related to the delivered solutions and providing relevant workarounds to clients or updating the development team with comprehensive information related to the detected bugs if a permanent solution is required
• Main point of contact for client issue investigation and resolution. To work closely with Customer Success Manager, Product and Customer Delivery teams to share customer insights that highlight areas of focus
• Follow-up and provide updates to clients on outstanding issues. Manage and communicate progress on called out issues which require product or development input ensuring timely delivery of solutions to meet client expectations
• Partner concern to Senior Business Analyst where required to resolve issues
• Generation of MI reports using Case Management System, Confluence and Excel tools
• Maintain subject matter expertise in one or more AxiomSL products
• Lead on-site/remote client support sessions.

Requirements

• 3-5 years of first line support experience
• Experience of working on IT applications/systems preferably Business reporting applications
• Business reporting concepts
• Ability to work with minimal direction, be a fast learner, self-motivated, team player and collaborator with strong problem-solving skills
• Attention to detail and accuracy is essential
• Previous finance industry experience
• An understanding of key financial products and their main characteristics
• Strong communication skills and ability to work with a team in a multifaceted environment and to deadlines
• Highly organised and methodical approach
• Self-motivated attitude
• Result- and customer-oriented

Desired Skills

• Bachelors in Finance, Mathematics, economic, Computer science or equivalent field
• Oracle, Microsoft SQL Server knowledge/practical experience
• Microsoft Excel experience
• Multi-tier support process experience
• Business analysis experience within the finance sector
• Understanding aspects of regulatory reporting processes and XBRL (eXtensible Business Reporting Language)
• Familiarity and understanding of the XBRL taxonomy of the European Banking Authority (EBA), Australian taxonomies for the APRA regulator (SBR AU Taxonomy (D2A) and APRA Connect) or/and other XBRL taxonomies published by financial regulators (Bank of England, Banco de España, etc.)
• AxiomSL ControllerView knowledge (both CV9 and CV10)

Key Personal Attributes:

• Customer service focus
• Excellent communication and inter-personal skills
• Energetic
• Pro-active attitude
• Team Player
• Keen to develop and take responsibilities

Does it sound like you? What happens now? 

As the selection process is ongoing, please submit your application in English as soon as possible. We will get back to you in 2-3 weeks.

What will it be like working here?   

Nasdaq is a vibrant and entrepreneurial company where everyone is encouraged to take initiative, challenge status quo, and take intelligent risks. We want everyone to feel welcome and bring their authentic self to work. Every day, we are building a culture where we all feel connected, supported and empowered. We are a Hybrid-first environment that embraces work-life balance and fosters well-being.  

What do we offer you?   

• Annual monetary bonus.
• An opportunity to become a Nasdaq shareholder  
• Employee Stock Purchase Program Nasdaq stocks with a discount  
• Health Insurance Program
• Flexible working schedule and hybrid way of work  
• Flex day program (up to 6 paid days off a year) in addition to standard vacations and holidays  
• Internal mentorship program – get a mentor or become one  
• Wide selection of online learning resources, e.g., Udemy  

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.

Nasdaq is a leading global provider of trading, clearing, exchange technology, listing, information, and public company services. As the creator of the world's first electronic stock market, its technology powers more than 100 marketplaces in 50 countries. Nasdaq is home to over 4,000 total listings with a market value of approximately $12 trillion.

To learn more, about our business visit business.nasdaq.com. Check out more about our Life at Nasdaq.

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.