Senior Client Service Delivery Analyst page is loaded Senior Client Service Delivery Analyst Apply locations Mexico - Colonia Juarez - Mexico time type Full time posted on Posted 2 Days Ago job requisition id R0018624 Manages the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded. Maintains tight control over the project delivery, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements. Builds and maintains strong client relationships, and provides day-to-day client advice and support. 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). Contracts may involve both short- and long-term commitment of service and vary significantly in value/strategic importance.What will you be doing?As aSenior Client Service Delivery Analyst, you will provide client services and support for the Nasdaq Marketplace Technology product and service offerings. You will be part of the globally distributed team that provides 24/5.5 standard and emergency support. This includes handling inquiries from users globally, providing application support, and caring for service delivery.
Main responsibilities include:Support clients day-to-day in Software as a Service (SaaS) productHelp clients with the reported issues and requests, handle incident management, and build new version release scheduleAssist with coordinating the needs and crafting solutions for clients in collaboration with internal/external teams and vendorsRepresent the client's needs in the prioritization of business and system requirementsImprove current support model, processes, knowledge base articlesWho are we looking for?Located in the center of Vilnius city, we are searching for individuals with a passion for customer success and the spirit to succeed in a highly dynamic and global environment, while offering vast growth opportunities, competitive salaries, bonuses, and comprehensive benefits packages!
You should have:Bachelor's Degree qualified in Business/Finance or related field, or equivalent work experienceGood understanding of financial markets and trading conceptsFew years of experience in a similar product or service support role - Technical & Helpdesk Support or equivalentAbility to efficiently use tools such as JIRA, Confluence, MS OfficeGood understanding of service-level metricsAnalytical skillsBasic data analysis skillsExcellent verbal and written communication skills in EnglishSuperb attention to detail and organizational skillsCritical thinking and natural curiosity (a self-learner)Basic knowledge of business design analysis, project management, and agile frameworkExcellent problem-solving skillsWhat will it be like working here?We at Nasdaq are rewriting the future of global economies and markets by unlocking capital and opportunities through its technology, innovation, and expertise. Nasdaq's Marketplace Technology area is committed to powering more than 115 of the world's market infrastructure organizations and market participants, including broker-dealers, exchanges, clearinghouses, central securities depositories, and regulators, in over 50 countries with end-to-end, critically meaningful technology solutions.
Nasdaq is a vibrant and entrepreneurial company where everyone is encouraged to take initiative, challenge the 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.
What do we offer you?We recognize that our employees work tremendously hard; in exchange, we compensate well, offering, bonuses and equity grants and comprehensive health and wellness programs. We also provide our employees with the resources and opportunities they need to chart a career of achievement, growth and endless possibilities.
You will get:Hybrid work model (2 days per week on-site)Annual monetary bonusVesting Nasdaq Restricted Stock Units (RSU) for all employeesEmployee Stock Purchase Program Nasdaq stocks with a discountFlexible health Insurance programAdditional paid leave days after 2 years of working at NasdaqFlex day program (6 days a year)Internal mentorship program – get a mentor or become oneOpportunities to grow horizontally or vertically in the organizationWide selection of online learning resources, e.g Udemy, O'ReillyWhat happens now?If you think you would thrive in this role, then we would love to hear from you! Follow the link to apply, and one of our team members be in touch.
As the selection and interview process is ongoing, please submit your application in English as soon as possible.
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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