The Application Support Analyst is responsible for providing client services and support for the Nasdaq SMARTS Trade Surveillance product and related service offerings.
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 (at least 2 in office days per week).
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
You will be part of a global client services team that provide 24/5 standard and 24/7 emergency support for the application. Tasks include managing of inquiries from users globally, providing a wide range of user application support. The ability to collaborate effectively with internal teams and external clients is a must. Excellent verbal and written English communications skills are required. The ideal candidate is detail oriented, a critical thinker, and have the curiosity to investigate, identify and resolve issues independently and as a team-player working closely with other internal teams globally.
This is a permanent full time position with the workplace located in Bonifacio Global City, Taguig. The work schedule is shifting as the team operates on a 24/5 basis.
Responsibilities:
- Provide day-to-day application support to the Nasdaq Trade Surveillance client base.
- Ownership and/or management of operational or user-reported issues.
- Troubleshooting and resolve any application issue resulting from operational monitoring or user report.
- Provide how to functionality assistance to users.
- User access management.
- Process service / application configuration changes.
- Triage and/or escalate issues to the appropriate technology teams and senior management where necessary.
- Update knowledge base systems to provide accurate troubleshooting guidelines.
- Investigate bugs/defects and manage enhancement requests in collaboration with internal teams.
- Smoke test application releases.
- Manage client communication by notifications of product releases, incidents, service interruptions, etc.
What We Expect
- Education required: Bachelor's Degree in Computer Science, Information Systems or other related discipline, or equivalent work experience in Data Center, Trading, Computer, or Network Operations.
- Experience required: Up to 5 years.
- Good understanding of service level metrics.
- Excellent problem solving skills. Prior technical background in system/product troubleshooting is a plus.
- Excellent verbal and written communication skills in English.
- Ability to effectively use tools such as JIRA, Confluence, SVN, Putty, MS Office (in particular Excel & Outlook).
- Ability to perform basic file handling/searching operations in Linux based operating systems.
- Prior experience in similar product support role - Technical & Helpdesk Support or equivalent is a plus.
What Would Be Helpful
- Understanding of financial markets and trading concepts 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 discover why Nasdaq Manila is Great Place To Work certified!
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.
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.
