Specialist - Client Support Services

Nasdaq is seeking a Specialist Customer Support/Operations Analyst for its Global Technology team. This role involves leading the lifecycle of client-reported defects, providing advice on Calypso products, and collaborating with internal and external partners. The position offers a unique opportunity to enhance capital markets knowledge with a front-to-back, cross-asset view of financial markets. Responsibilities include environment management, advocating for product enhancements, and improving customer satisfaction through new tools and processes.

Must Have

• Lead the lifecycle of client reported defects, including replicating, reporting, and scheduling fixes.
• Work directly with customers, providing advice on Calypso product use and configuration.
• Collaborate with engineering, QA, product management, and professional services.
• Provide known resolutions and advice to customers and partners.
• Create, configure, upgrade, and maintain client replication environments.
• Advocate for product feature enhancements.
• Participate in creating new tools or processes to improve customer satisfaction.
• University degree in Business, Financial Engineering, Computer Sciences, Mathematics, or equivalent experience.
• Experience in a Support/QA role for IT/Finance systems.
• Excellent written and spoken English language skills.
• Experience with SQL, JIRA, system installation/configuration, log analysis, coding, Excel features/formulas.
• Knowledge or experience in Risk Management, Market Risk & VaR, Credit Exposure Limits, and Compliance.
• Proven track record in business application software operations and support.
• Ability to work with minimal supervision, fast learner, self-motivated, team player, and collaborator.
• Experience working directly with clients.
• At least 6 years of experience required.

Perks & Benefits

• Hybrid work model (NasdaqBlend) offering flexibility to work from home, office, or a mix.
• Total rewards program (You&Q) covering wealth, career growth, well-being, and family care.

At Nasdaq, we are relentlessly reimagining the world of tomorrow - one that is built on innovative technology, fueled by market-moving insights and driven by forward thinking. We are looking for a Specialist Customer Support/Operations Analyst to join our Global Technology team. This is a tremendous opportunity to develop business, product, and technical skills. The position affords a unique opportunity to use existing technical expertise and develop/enhance domain knowledge and develop a Front-To-Back, Cross Asset view of the Financial Markets.

• Lead the lifecycle of client reported defects – including replicating, reporting, providing test cases, investigate potential workarounds, report to engineering, and scheduling upcoming patches and fixes to customers
• Work directly with customers and provide them with advice on the use and configuration of Calypso products
• Collaborate closely with partners, and internal groups, including engineering, quality assurance, product management, and professional services
• This position affords a unique opportunity to enhance existing capital markets knowledge including a front-to-back, cross-asset view of the capital markets
• Provide known resolutions and/ or advice to customers, professional services, and partners
• Environment management: Create, configure, upgrade, and maintain client replication environment in the Nasdaq support lab
• Advocate for product feature enhancements
• Participate in the creation of new tools or new processes to improve customer satisfaction, or improve product support effectiveness/efficiency
• University degree in Business/Financial Engineering/Computer Sciences/Mathematics or related field or equivalent experience
• Experience working in Support/QA role for IT/Finance systems
• Excellent language skills in written and spoken English
• Experience with any of the following: SQL, JIRA, System installation or configuration, Analyzing logs, Coding, Excel features and formulas
• Knowledge or experience in Risk Management, Market Risk & VaR, Credit Exposure Limits, and Compliance
• Proven track record to work in critically important business application software operations and support environment
• Must be able to work with minimal supervision, be a fast learner, self-motivated, great teammate, and collaborator
• Experience working directly with clients
• Experience Required: At least 6 years