This role is a Sunday - Thursday Shift
The EASE Analyst is part of the 24x7 Enterprise Application & System Entitlements (EASE) and CME Co-Location Customer Support Team. This role manages internal and external access and entitlements, inquiries, and level one support related to over 200 applications enabling trading, risk management, and post-trade services. Additionally, this role provides data center support for the top tier CME Co-Location offering and facilitates customer logistics, engineering, and other critical, time sensitive requests. The Analyst collaborates cross functionally across internal and external stakeholders to ensure a seamless customer experience.
Principal Accountabilities:
- Assists customers via multi support channels (phone, email, IM, chat, workflow) and consistently follows documented procedures to facilitate customer requests. Effectively applies own technical knowledge and helps others gain access to and utilize applications and services. Provides first level troubleshooting for customer access, entitlement, and connectivity issues. Collaborates with teammates and other departments when needed to resolve customer issues. Writes clear and concise tickets for every customer interaction for audit trail purposes (CFTC and SOX compliance).
- Contributes to the Knowledge base and keeps procedures up-to-date.
- Participates in ongoing training to maintain knowledge of products, processes, and policies.
- Suggests improvements in service delivery.
Skills and Software Requirements:
Excellent communication skills and attention to detail
Skilled working in a time sensitive environment, switching tasks seamlessly
Ability to troubleshoot and make decisions independently
Proficiency in Microsoft Office, databases, and other information system technologies
Aptitude to learn new applications, processes, and procedures
Service Cloud or other CRM tool experience preferred
0 to 2 years. Professional experience preferred but not required.
High school/secondary school diploma required, college/university degree preferred
Help Desk Institute (HDI) and Knowledge Centered Service (KCS) Certifications a plus
Company Benefits:
Bonus Programme
Equity Programme
Employee Stock Purchase Plan (ESPP)
Private Medical and Dental coverage
Mental Health Benefit Programme
Group Pension Plan
Income Protection
Life Assurance
Cycle To Work
EV Car Benefit Scheme
Gym Membership
Family Leave
Education Assistance – MBA/Advanced Degree/Bachelor Degree
Ongoing Employee Development Training/Certification
Hybrid Working
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CME Group: Where Futures are Made
CME Group is the world’s leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career by shaping tomorrow. We invest in your success and you own it – all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we’re looking for more.
At CME Group, we embrace our employees' unique experiences and skills to ensure that everyone’s perspectives are acknowledged and valued. As an equal-opportunity employer, we consider all potential employees without regard to any protected characteristic.
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