Application Support Analyst  

As an Application Support Analyst, you will be responsible for providing client services and support for the Nasdaq Fin-Tech product and service offerings. You will be part of the global service desk team that provides 24/7 standard support and emergency support. This includes handling inquiries from users globally, providing user application support, and supervising service delivery.

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

• Bachelor’s Degree or equivalent experience in Computer Science, Information Systems or other related disciplines and experience.
• For non-degree holders, at least 3 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, PowerBi, MS Office (in particular Excel).
• Good understanding of service level metrics.
• Basic data analysis skills.
• Excellent verbal and written communication skills
• Shown 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.
• 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