Senior Analyst, Knowledge Management & Support at Nasdaq

Taguig City, National Capital Region, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, TechnologyIndustries

Requirements

Bachelor’s degree or equivalent experience in Business Administration, Information Technology, Data Analytics, or a related field
Proven experience as a Knowledge Manager, Process Excellence Analyst, or similar role in a client support environment
Proficiency in knowledge management systems, such as ServiceNow or Confluence, including configuration, customization, and maintenance
Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely

Responsibilities

Create, maintain, and update knowledge articles to ensure they are accurate, relevant, and easily accessible
Monitor the usage and performance of knowledge systems, using data insights and analytics to optimize content relevance and accessibility
Work closely with stakeholders at all levels to gather and incorporate feedback
Implement processes to improve customer satisfaction, leveraging automation and AI-enabled solutions where appropriate
Monitor and evaluate the impact of implemented changes on Client Support operations

Skills

Key technologies and capabilities for this role

Customer ServiceBilling ManagementComplaint ResolutionCustomer RelationsSales SupportKnowledge ManagementCustomer EducationSurvey AnalysisImprovement Planning

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This is a permanent full-time role based in Bonifacio Global City, Taguig, following a hybrid work model with at least 2 in-office days per week.

What benefits does Nasdaq offer for this position?

Benefits include HMO coverage for you and your dependents, employee stock purchase plan, equity grant, retirement plan, annual bonus, free counseling sessions, subscription to e-learning platforms, fitness, wellness and more.

What skills and experience are required for the Senior Analyst role?

The ideal candidate will have experience in knowledge management, process improvement, and client support operations, with expertise in implementing best practices across the entire customer lifecycle.

What is the company culture like at Nasdaq?

Nasdaq offers an autonomous but fast-paced work environment where employees are recognized for results, with opportunities to learn, grow, and have a global impact, while promoting an inclusive culture valuing unique perspectives.

What makes a strong candidate for this position?

A strong candidate has experience in knowledge management, process improvement, and client support operations, particularly expertise in implementing best practices across the customer lifecycle, and the ability to create, maintain, and update knowledge articles.

Nasdaq

Operates electronic stock exchange and financial services

About Nasdaq

Nasdaq operates one of the largest electronic stock exchanges in the world, providing a platform for buying and selling securities. It caters to a wide range of clients, including individual and institutional investors, as well as corporations. Nasdaq offers various financial products and services, such as the Nasdaq Smart Portfolio, which uses advanced analytics to help investors optimize their stock portfolios. Additionally, Nasdaq supports non-financial marketplaces and is recognized for its efforts in sustainable investment practices. The company earns revenue through transaction and listing fees, along with subscription services for its products. Nasdaq aims for global expansion and innovation, with nearly 40 offices around the world.

New York City, New YorkHeadquarters

1971Year Founded

$9,370.5MTotal Funding

IPOCompany Stage

Data & Analytics, Fintech, Financial ServicesIndustries

5,001-10,000Employees

Risks

Adenza acquisition's high price may affect shareholder confidence and stock performance.

Integration of Metrio's ESG software may face challenges, delaying expected benefits.

Nasdaq's secondary stock offering could lead to stock dilution, affecting shareholder value.

Differentiation

Nasdaq operates one of the world's largest electronic stock exchanges.

Nasdaq offers advanced analytics through its Smart Portfolio for investment optimization.

Nasdaq is a pioneer in sustainable investment practices with a focus on ESG solutions.

Upsides

Nasdaq's acquisition of Adenza expands its financial technology capabilities.

Nasdaq's secondary stock offering could provide capital for strategic investments.

Nasdaq Private Market's Series B financing indicates strong investor confidence.

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