Senior Content Analyst
Core
Provide subject matter expertise and support for Service Cloud and Exchange-traded content (ETI) to ensure service team delivery, operational standards, and business continuity for global equity and derivative stock exchanges.
Role type
Senior IC content analyst (financial markets)
Builds
Content quality initiatives, process automation, and resolution of complex customer queries
Domain
Financial markets infrastructure and data
Required skills
Expert knowledge of ETI Content processes, Advanced Excel, problem-solving, stakeholder management, audit execution, training delivery, escalation management, cross-functional collaboration
Preferred skills
Knowledge of Cross assets Content, GEDA/NDA database workflows
Technologies
Service Cloud, Advanced Excel
Responsibilities
Identify content gaps and train team members to bridge them; conduct audits to uphold C2C standards; liaise with analysts to resolve complex queries; manage ownership of customer escalations; monitor Service Cloud reports to avoid timeliness breaches; proactively identify and fix content issues; contribute to Root Cause Analyses (RCAs); identify opportunities for process simplification and automation; research sources to improve quality and timeliness scores.
Seniority
Senior, hands-on IC