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)

• 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.