Data Interface Case Operations Analyst

We have an opening in St. John's or Toronto for ourData Interface Case Operations team. This team provides third line support for how data is mapped from the customer’s banking systems in to our product to ensure the product works optimally.

You will ensure we have the most effective processes in place to deliver an exceptional customer experience; while continuously establishing a smooth case management/flow. Additionally, you will have the opportunity to collaborate with other teams across the business to support our customers!

Role Responsibilities

• Working with the team to manage and responding to cases, while ensuring customer needs are being met

• Confirming both the software and code changes are getting actioned in timely manner

• Conducting increased in-depth investigations to resolve cases for technical work including development work

• Ensuring Service Level Agreements (SLA) are met for TG and Enterprise level customers

• Mentoring junior colleagues in specialized knowledge and actively provide feedback to internal key stakeholders

Essential Skills & Qualifications

• Experience using Salesforce Reports and dashboards would be considered an asset

• Ability to effectively organize, prioritize and escalate customer issues

• Confident, articulate, and professional communication abilities

• Previous experience in Data Integration/and or Development would be considered an asset

• Understanding of the life cycle of cases including customer impact and facilitate the direction and priority of customer cases.

• Skilled in working cross-functionally to adapt to quickly changing priorities

• Strong ability to analyze and troubleshoot issues

What does success look like in this role?

• We have established measurable targets and a solid foundation of processes

What does growth look like in this role?

• Lead cross functional meetings with internal stakeholder teams, allocates work and communicates persuasively.

• Helping Product Teams resolve customer issues by potentially being involved in escalated calls with customers.

• Fixing data mapping deficiencies.

• Becoming more knowledgeable in the Verafin data model

• Your in-depth customer experience and product knowledge experience allow you to help teammates prioritize escalated issues

“This position can be located in St. John’s or Toronto, and offers the opportunity for a hybrid work environment (2 days a week in office) , providing flexibility and accessibility for qualified candidates.”

This role will close on Friday, October 4th at 11:59pm NST

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.