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Client Support Analyst - Hybrid

CME Group
New York, United States
Posted 15 days ago Permanent Competitive
Client Support Analyst - Hybrid
Description

This role works within OSTTRA - The Future of Post-Trade (https://osttra.com/)

OSTTRA is a joint venture owned 50/50 by CME Group and S&P Global. CME is the world's leading financial derivatives exchange, offering the widest range of global benchmark products across all major asset classes. S&P combines the power of Data, Technology and Expertise offering unique perspectives and original insights that power the markets of the future. OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA solutions span every step of the post trade workflow, helping financial institutions across the globe efficiently process trades and manage risk. OSTTRA has more than 1,200 employees in 15 countries worldwide, including in all key financial centers.

Role Summary
As a member of our Client Services team, you will provide application and technical support for our global client base. The right candidate will be client focused, have great communication and organizational skills and be able to work independently to resolve client issues. Attention to detail, strong follow-through and a curious, problem solving disposition are essential for success. This is a demanding, fast-paced environment which requires both Holiday and weekend support on a rotational basis.

Principal Accountabilities:
  • Assist with incident management for any OSTTRA -Traiana-wide incident impacting our US based clients during above hours
  • Case management responsibilities include:
    • Response to initial case notification within a defined timeframe
    • Providing regular updates to clients per SLA
    • Primary liaison for aiding our clients through post-incident recovery
  • Be available to attend onsite client meetings and client requested issue review sessions
  • Liaise with various internal groups (Product / Project Management, Development, Quality Assurance, IT) in different regions to resolve client queries

Skills and Software Requirements:
  • Hands on technical experience utilizing database tools, knowledge, and understanding of common transport protocols including MQ, Email, FTP and SMTP
  • Knowledge of trade life cycles with middle and back office experience
  • Proficiency using MS Office suite and Windows OS
  • Work experience in a technical/application support role

Special Job Requirements:
  • This role will require the ability to work flexible hours / shifts
    • Monday - Friday, 9am - 6pm
    • Monday - Friday, 10am - 7pm
    • Sunday 3:30pm - 7:30pm
    • Various holidays

Education:
BA/BS in Business, Finance, Economics or Computer Science preferred

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CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.

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Job ID  10630350
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