Description
The Senior GCC Analyst provides front-line data operations assistance to external customers of CME Group for product, trading, technical, connectivity and functionality support. In this role, the analyst works regularly in a customer facing capacity to deliver informational assistance via telephone and electronic means. The Senior Analyst is expected to monitor data flow and perform analysis on internal market data streams, third-party contributor data, file deliveries (SFTP/FTP), and historical data sources. For this role the analyst will have a passion for solving problems and delivering excellent customer service. Issues are reported with an accurate assessment of any adverse conditions to GCC Management and Business Line Managers.
Responsibilities:
Oversee automated processes, scheduled jobs and end-of-day reporting files
Liaise with support/development teams to resolve cross-system issues
Monitor the availability, performance and throughput of supported data and third party sourced applications
Field external and internal customer enquiries related to general investigations and live data outage events
Quickly identify, examine, and escalate alerts to minimize data flow impact and preempt outages
Communication with developers, the business and third-party vendors, ensuring we meet SLAs.
Take ownership of an incident resolution end-to-end by following up on root causes and identify actions to prevent the same incident from reoccurring, while keeping stakeholders informed
Create and send reports following established process failures
Proactively identify opportunities for automation of processes and production stability
Contribute to our knowledge base by documenting common problems and resolutions
Share knowledge and expertise with others and supporting team members as required
Willingness to learn new technologies and maintain industry knowledge
Flexibility within the role as the needs of CME Group evolve to support new technology
Being open to possible weekend work on a rotational basis
Qualifications:
Able to manage incidents and service requests in a faced-paced dynamic environment, while providing timely status updates to users and key internal stakeholders
Display strong team working skills and evidence of collaboration across a geographically diverse organization
Excellent communication and interpersonal skills, with an ability to communicate technical information in a professional, clear and understandable manner to both technical and non-technical stakeholders
Exhibit a structured, systematic and analytical approach with a problem-solving mentality that is dedicated to optimize processes
Bachelor’s Degree or relevant work experience
Experience:
Prior data or trade support experience; preferably 3-5 years on a support desk responsible for front office production applications via telephone and electronic means
Understanding of a trade data lifecycle, ideally coupled with knowledge of a downstream technical and business processes
Proficiency with leading industry charting/news platforms, such as Bloomberg and Eikon
Have background with investigative and analytical tools such as Corvil and Splunk
Display an intermediate level understanding in scripting languages such as Python, and data analytics tools including Tableau, Power BI and Looker
Proficient in MS Excel
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.
Important Notice: Recruitment fraud is on the rise, with scammers using misleading promises of job offers and interviews to solicit money and personal information from job seekers. CME Group adheres to established procedures designed to maintain trust, confidence and security throughout our recruitment process. Learn more here.
