Verafin - Sr. Analyst – Client Support Services

• Location: Canada - St. John's - Newfoundland & Labrador
• As a Sr. Analyst – Client Support Services, you'll play a critical role in delivering exceptional customer experiences through effective case management and operational support for Nasdaq Verafin's platform.
• You'll thrive in this position if you're detail-oriented, client-focused, and energized by solving complex problems in a fast-paced, collaborative environment.

Key Responsibilities

• Manage and resolve customer cases, ensuring timely responses that meet service-level agreements for enterprise-level clients.
• Investigate and troubleshoot technical issues, driving resolution and escalating appropriately when development input is required.
• Monitor and improve case queue health in collaboration with development and product teams.
• Produce and deliver ongoing documentation, metric reports, and customer communications to support transparency and service quality.
• Identify process gaps and contribute to the design and implementation of scalable operational improvements.

Required Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.
• 2+ years of experience working with Nasdaq Verafin or equivalent application support environment.
• Proven ability to organize, prioritize, and escalate customer issues effectively within a case lifecycle framework.
• Strong communicator with experience working across cross-functional teams in collaborative, matrixed environments.
• Solid analytical and troubleshooting skills with the ability to adapt to shifting priorities.

Preferred Qualifications

• Experience with Salesforce Reports and dashboards.
• Background in data integration or software development.
• Familiarity with working across global teams and diverse customer environments.
• This position will be located in St. John's or Toronto and offers the opportunity for a hybrid work environment at least 3 days a week in-office, subject to change, providing flexibility and accessibility for qualified candidates.
• Come as You Are
• Nasdaq is an equal opportunity employer. We welcome applications from candidates of all backgrounds and identities.
• We are committed to fostering an inclusive workplace where diverse perspectives, experiences, and identities are valued and celebrated.
• We ensure that individuals with disabilities are provided with reasonable accommodation throughout the hiring process.
• Additional Locations: CA-Toronto-York St 24/25