Senior Analyst - Client Support, FinTech (Swift Messages)

As a Product Support Business Analyst, your daily task is to address and resolve product issues related to use, maintenance, and upgrade of Calypso software. You would also provide advice on the configuration and use of Calypso and participate in the product enhancement request process. You will work with customers, partners, and internal groups including Engineering, Quality Assurance, Product Management, Customer Delivery. This position affords a unique opportunity to enhance existing capital markets knowledge including a front-to-back, cross-asset view of the capital markets

• Work collaboratively with case creators (Customers, Partners, and Customer Delivery) to resolve product issues they reported.
• Confirm submitted Product Support cases contain the information required to work starts
• Understand, analyze, and replicate product issues
• Provide known resolutions and/ or advice to Customers, Partners, and Customer Delivery
• Request product fixes from Engineering
• Test and deliver hotfixes
• Maintain subject matter expertise in one or more asset class(es) and associated market trends by monitoring current industry research publications
• Participate in the creation of new tools or new processes to improve customer satisfaction or improve Customer Support effectiveness/efficiency
• Ensure assigned Product Support cases are moving as quickly as possible through the Customer Support process flow and escalate issues to Customer Support Management when necessary

• Mentor new Customer Support team members

• Bachelor or master’s degree in business / Finance field or equivalent
• Experience with Swift Messages
• A solid understanding of financial products in general and more specifically that of fixed income securities, Repo/Security Lending products and derivative markets (OTC and Exchange Traded) Expertise in other financial products like interest rate derivatives, foreign exchange and other derivatives is an added advantage
• Basic Understanding of Collateral Management and margining
• Basic Understanding of one or more aspects of Trading and Trade processing: trade capture, pricing and valuation, settlement and netting, cash flows, position management and corporate actions
• Business Analysis Skills with very strong Mathematical and Analytical Background
• Professional working proficiency in English and Spanish is a must
• Knowing Java is not mandatory but will be an added advantage
• At least 3 – 5 years relevant, working experience within the banking/financial industry
• Experience of working in a Software company and/or knowledge of Object-Oriented
• Programming is a plus

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.

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