Client Services Analyst

ADTM Adenza Technology de Mexico S de RL de CV•Philadelphia, PA

6d•Hybrid

About The Position

Client Services Analyst As a Client Services Analyst reporting to the Senior Director of Nasdaq Options Market Operations, you’ll play a critical role in delivering high-quality, responsive service to Nasdaq’s U.S. Options and Equities Exchanges. This role sits at the intersection of client engagement, technical support, and operational excellence, with a focus on strengthening client relationships, improving service quality, and reducing response times. You’ll thrive in this position if you’re intellectually curious, proactive, and collaborative, with a strong interest in financial markets and technology. You enjoy solving problems, working directly with clients, and contributing to continuous improvement in a fast-paced, dynamic environment.

Requirements

Bachelor’s degree in Computer Science , Information Systems, Finance, or a related field, or equivalent practical experience.
At least 1 year of relevant experience in client services, technical support, financial services, or a related role.
Excellent written and verbal communication skills with the ability to explain technical and non-technical concepts clearly.
Strong prioritization, multitasking, and interpersonal skills in a team-based environment.
Proficiency in Excel and comfort working with evolving tools, systems, and processes.

Nice To Haves

Experience supporting options or equities markets.
Exposure to matching engine systems, trading platforms, or exchange operations.
Interest in applying AI-driven thinking to improve standard operating procedures and service workflows.

Responsibilities

Serve as a front-line representative supporting Nasdaq’s 6 U.S. Options and 3 Equities Exchanges, engaging directly with Market Makers, Order Routers, and PHLX floor trading personnel.
Maintain strong client relationships by providing day-to-day guidance, timely responses, and effective issue resolution under limited supervision.
Design and support client solutions that meet defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Act as an escalation point for unresolved production issues, participating in root-cause analysis and resolution in partnership with internal teams.
Collaborate cross-functionally with Product, Development, Operations, Networks, Testing, and Applications teams to communicate client needs and support new functionality.
Takes ownership of issues to include: initial response, investigation, escalation, resolution, final communication to member and case close-out.
Strong prioritization and interpersonal skills .