As a Sr. Analyst – Client Support Services, you'll play a critical role in delivering exceptional customer experiences through effective case management and operational support for Nasdaq Verafin's platform.
You'll thrive in this position if you're detail-oriented, client-focused, and energized by solving complex problems in a fast-paced, collaborative environment.
Key Responsibilities
- Manage and resolve customer cases, ensuring timely responses that meet service-level agreements for enterprise-level clients.
- Investigate and troubleshoot technical issues, driving resolution and escalating appropriately when development input is required.
- Monitor and improve case queue health in collaboration with development and product teams.
- Produce and deliver ongoing documentation, metric reports, and customer communications to support transparency and service quality.
- Identify process gaps and contribute to the design and implementation of scalable operational improvements.
Required Qualifications
- Bachelor's degree in a relevant field or equivalent practical experience.
- 2+ years of experience working with Nasdaq Verafin or equivalent application support environment.
- Proven ability to organize, prioritize, and escalate customer issues effectively within a case lifecycle framework.
- Strong communicator with experience working across cross-functional teams in collaborative, matrixed environments.
- Solid analytical and troubleshooting skills with the ability to adapt to shifting priorities.
Preferred Qualifications
- Experience with Salesforce Reports and dashboards.
- Background in data integration or software development.
- Familiarity with working across global teams and diverse customer environments.
This position will be located in St. John's or Toronto and offers the opportunity for a hybrid work environment at least 3 days a week in-office, subject to change, providing flexibility and accessibility for qualified candidates.
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.
