Business Analyst​/Support_Liquidity Solution

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 developed, 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 outstanding perspective.

We are now looking for a Support Analyst in Pune, India.

The role of Support Analyst available is for Axiom

SL software. All of Axiom

SL solutions are built on the same adaptable, high-performance platform. This gives clients an outstanding opportunity to reduce the cost and complexity of compliance by using one platform to manage all of their requirements globally. Axiom

SL solutions are fully supported and are upgraded when rules and templates change. The unparalleled transparency offered by Axiom

SL gives users the ability to drill down from the reports they produce to the calculations and source data they have used.

Our support team is the first line support for our clients, playing a key role in acknowledging, understanding and investigating any issues that may arise with regards to our solutions or the Axiom

SL platform. This role will require daily interaction with clients through our Case Management system, email or interactive calls/meetings with the sole aim of resolving any issues as efficiently and quickly as possible. The role while part of the support team will include taking sole responsibility for many aspects of this process and working as part of a team to ensure that each issue is treated with the care and attention required.

Other aspects of the role will include the internal development of processes, documentation and management of the internal infrastructure. The successful candidate will be encouraged to take responsibility and ownership of some of these operations. We are looking for someone who wants to take their career to the next level and help to develop both themselves and the company as we continue to grow.

There are several internal opportunities to move on to other parts of the business as the successful candidate progresses within the role.

• Provide expert-level functional support efficiently resolving Axiom product issues via Case Management System, phone or zoom including replication and analysis of issues in mirrored Axiom
  
  SL support environment
• Client issues investigation and resolution: reproduction of suspected bugs related to the delivered solutions and providing relevant workarounds to clients or updating the development team with comprehensive information related to the detected bugs if a permanent solution is required
• Primary point of contact for client issue investigation and resolution. To work collaboratively with Customer Success Manager, Product and Customer Delivery teams to share customer insights that highlight areas of focus
• Follow-up and provide updates to clients on outstanding issues. Manage and communicate progress on brought up issues which require product or development input ensuring timely delivery of solutions to meet client expectations
• Generation of MI reports using Case Management System, Confluence and Excel tools
• Maintain subject matter expertise in one or more Axiom
  
  SL products
• Lead on-site/remote client support sessions

• About 3-8 years of first line support experience
• Experience of working on IT applications/systems preferably Business reporting applications
• Business reporting concepts
• Basic understanding of Banking Liquidity: concept and regulation.
• Oracle,
  Microsoft SQL Server knowledge/practical experience
• Microsoft Excel experience
• Ability to work with minimal direction, be a fast learner, self-motivated, great teammate and collaborator with strong problem-solving skills
• Previous finance industry experience
• Accounting background/knowledge
• An understanding of key banking products - bonds, loans, guarantees, collateral, repos, reverse repos, derivatives
• Strong communication skills and ability to work with a team in a dynamic environment and to deadlines