Application Support Analyst

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 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.

What You Will Do

As an Application Support Analyst, you will be responsible for providing client services and support for the Nasdaq Market Technology product and service offerings. You will be part of the global service desk team that provide 24/7 standard support and emergency support. This include handling of inquiries from users globally, providing user application support and monitoring service delivery.

• Providing day-to-day product support to the Nasdaq Market Technology client base.
• Tracking, following up, and resolving operational, technical, and user-reported issues.
• Performing incident management.
• Monitoring: Application QoS, Subscription processing, System and Market/provider notifications
• Troubleshooting and resolving any issue resulting from monitoring or user report.
• Collaborating with client tech teams to address issues.
• Handling change requests.
• User access provisioning.
• Escalating issues to the appropriate technology teams and senior management when necessary.
• Updating knowledge base systems to deliver accurate troubleshooting guidelines.

What We Expect

• Bachelor’s Degree or equivalent experience in Computer Science, Information Systems or other related field.
• For non-degree holders, at least 4 years work experience in Data Center, Trading, Computer, or Network Operations.
• New graduates with related educational background and internship experience will be considered.
• Ability to effectively use tools such as JIRA, Confluence, SVN, Putty, MS Office (in particular Excel).
• Good understanding of service level metrics.
• Basic data analysis skills.
• Excellent verbal and written communication skills
• Solid attention to detail and organizational skills.
• Critical thinking and natural curiosity; a self-learner.
• Excellent problem solving skills. Prior technical background in system/product troubleshooting is a plus.
• 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.
• ITIL and Six Sigma Certifications are a plus.
• Amenability to shifting schedules as the team operates on a 24/7 basis

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.