Client Services Analyst

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.

Key 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.
• Must have: Excellent written and verbal communication skills.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

This position will be located in Philadelphia, PA, and offers a hybrid work environment with at least 3 days per week in-office. Occasional Saturday work (work-from-home) is required in support of internal system and industry testing.

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.

We're proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq's overall success.

In addition to base salary, Nasdaq offers significant other compensation (annual bonus/commissions and equity), benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.

Nasdaq's programs and rewards are intended to allow our employees to:

• Secure Wealth: 401(k) program with 6% employer match, Employee Stock Purchase Program with 15% discount, Student loan repayment program up to $10k, Company paid life and disability plans, Generous paid time off
• Prioritize Health: Comprehensive medical, dental and vision coverage, Health spending account with employer contribution, Paid flex days to support mental wellbeing, Gym membership discounts
• Care for Family: Hybrid home/office schedule (for most positions), Paid parental leave, Fertility benefits, Paid bereavement leave
• Connect with Community: Company gift matching program, Employee resource groups, Paid volunteer days
• Grow Career: Education Assistance Program, Robust job skills training and Professional development opportunities