Senior Client Service Analyst

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. What We Offer This is a permanent full-time role based in Bonifacio Global City, Taguig following a hybrid work model setup. You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create. In return, you will receive HMO coverage for you and your dependents, employee stock purchase plan, equity grant, retirement plan, annual bonus, free counseling sessions, subscription to e-learning platforms, fitness, wellness and more. What You Will Do As a Senior Client Service Analyst for NTS team, your focus will be to manage the elicitation and management of requirements across the system development lifecycle. You will provide guidance to new clients and existing customers in the preparation of the required documents to ensure that the characteristic of the functionality is well defined, clear and understood by customers as well as the internal organization. You will manage ongoing contractual relationships and the operational delivery of services to clients for an account or group of accounts and serve as the primary point of contact with clients and ensure client satisfaction. Build and maintain strong client relationships and provide client advice Manage difficult client relationships through superior commercial and communications capabilities From a business and system requirement perspective, supports design, development, testing, deployment and transition into operation when required Design solutions for clients which will result in exceeding KPI’s Elicit detailed business and system requirements from business owners and stakeholders Write and produces detailed functional specifications for others Write (or assists the technical writer in production of) operational and user documentation including release notes and ensure operational, and user documentation is accurate and complete Provide user training on new functionality and handles user queries regarding system functionality Respond to unresolved production support issues and participate in analysis and resolution on behalf of the business Ensure that issues have full closure and take responsibility to work cross functionally until that closure is obtained. Through the root cause analysis, ensures process/procedure changes occur to prevent a repeat of the issue. Under limited supervision, provides input into project schedule, risks, scope of work and budget Assume technical role in bid activities, design studies and RFI/RFP related work Ensure that operational teams and subcontractors have a clear understanding of client requirements Promotes the organization’s capabilities to clients, identifies sales opportunities to be forwarded to the account managers, and achieves contract extensions or additional business within the account(s) What We Expect Bachelor's degree in any related discipline At least three (3) years of proven experience in financial services or Financial Technology Industry Experience or working knowledge in Capital Markets Experience in using JIRA Excellent English verbal and written skills Experience in a client-facing role What Would Be Helpful Trading knowledge or background with Trade Surveillance is an advantage Does It Sound Like You? Please follow through by clicking the “Apply” link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and where a career at Nasdaq can take you. Come as You Are Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities. We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated. We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.