Application Support Analyst

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

We are looking for Application Support Analyst with expertise in ITIL Change Management and client support. The role is based in Sydney with the Calypso Customer Support/Operations Team.

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 and grow and rewards with a global impact we create.

In return, you will receive a competitive salary package, incredible private health insurance, employee stock purchase plan, a global mentoring program, counseling through our Employee Assistance Program, gym sponsorship and more.

What You Will Do

Follows/analyses procedures for start-up and shutdown of internal customer support systems, recovery procedures, scheduling and backups.Performs customer support of billing inquiries, service requests, sales support, system failures and capacity issues; troubleshoots diagnoses and resolves moderately sophisticated raised issues, working with the development team or sales team as necessary.
Monitors issues with clients, exchanges, internal customers.
Distributes information to customers/clients regarding new products or product updates or changes.
Follows standard procedures, administers and maintains client/customer data systems.
Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints.
Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws.
Develop organization-wide initiatives to proactively inform and educate customers.
Provides customer services relating to sales, sales promotions, installations and communications.
Develop improvement plans in response to customer surveys

What We Expect

Bachelor's degree required; comparable experience may be substituted.
At least 2 years of experience in Customer Support/Client Support.
Must have knowledge in ITIL process/Change Management.
Experience with databases (PostgreSQL, MySQL, MongoDB, etc..) and Java is nice to have.
Knowledge of Calypso and/or Murex is nice to have.

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.

Our work arrangement is hybrid. You will be coming into the office at least 2 days per week.

This is a permanent, full-time role so candidates should have full working rights in Australia. To be eligible to apply, you must have Australian citizenship or permanent residency status.

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, ****** 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.