Client Access & Onboarding Analyst

CME Group • Chicago, IL

13h • $28 - $47

About The Position

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.

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
• High school/secondary school diploma required, college/university degree preferred

Nice To Haves

• Service Cloud or other CRM tool experience preferred
• 0 to 2 years professional experience preferred but not required
• Help Desk Institute (HDI) and Knowledge Centered Service (KCS) Certifications a plus

Responsibilities

• 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.

Benefits

• CME Group is committed to offering a competitive total rewards package for our employees that recognizes their contributions to the business and reflects our long-term investment in their future.
• Our compensation program also includes an annual target bonus opportunity for all employees, as well as the opportunity to become an owner in the company through our broad-based equity program.
• From comprehensive health coverage, to a retirement package that includes both a 401(k) and an active pension plan, to highly competitive education reimbursement provisions, paid time off and a mental health benefit, CME Group offers a holistic benefits package for our team and their dependents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED