We’re looking for a Senior Analyst to join our 3rd line case team reporting to The Director of Software Development. In this role, you will ensure we have the most effective processes in place to deliver an exceptional customer experience; while continuously establishing a smooth case management/flow.

You’ll fit right in if you’re collaborative, love working with other teams across the business, and get energy from tackling challenges that make an impact on a global scale.

What You’ll Do

• Working with the team to manage and responding to cases, while ensuring customer needs are being met

• Ensuring Service Level Agreements (SLA) are met

• Conducting increased in-depth investigations to resolve cases for technical work including development work

• Confirming both the software and code changes are getting actioned in timely manner

• Mentoring junior colleagues in specialized knowledge and actively provide feedback to internal key stakeholders

What You’ll Bring

• Confident, articulate, and professional communication abilities

• Previous experience in Data Integration/and or Development would be considered an asset

• Understanding the life cycle of cases including customer impact and facilitate the direction and priority of customer cases.

• Strong ability to analyze and troubleshoot issues

• Skilled in working cross-functionally to adapt to quickly changing priorities

Nice to Have

• Experience using Salesforce Reports and dashboards would be considered an asset

Come as You Are

Nasdaq is an equal opportunity employer. We welcome people from all backgrounds and identities. If you need any accommodation during the hiring process, just let us know.