YOUR SKILLS:

• University degree in business administration or business information systems or comparable fields of study
• Excellent service orientation as well as communication skills in English. German and/or French language skills an advantage
• Experience as a technical key account manager and use of an ITSM (IT Service Management) and/or CRM (Customer Relationship Management) tool
• Knowledge of the SCRUM Framework – certification is a plus
• A great team spirit and flexibility when required to achieve goals and complete assignments.
• Adhering to policies and procedures and upholding organizational values
• Experience with ITIL processes (certification desirable) and incident management skills are advantageous
• Experience in project management, agile way of working, working with service providers and/or knowledge of stock exchange trading systems is an advantage.

As part of our Customer Connectivity team, you provide and improve services for our internal and external stakeholders. In this role you identify yourself as SPOC (single point of contact) with all topics related to our Trading and Clearing Connectivity Products & Services for customers, providing technical consulting reflecting the individual business use cases into applicable trading and clearing architecture. You demonstrate a polite and professional manner when liaising with customers, leveraging previous customer facing experience and you always pay attention to providing a high-quality service and apply an agile way of working.

Further more you take care of:

• Ongoing logging and documentation of queries, incidents and interactions in the ITSM system (IT Service Management) as well as proper analysis and efficient escalation or resolution of tickets.
• Work in an autonomous way but always ensure you adopt, maintain, and improve the available documentation, and follow the escalation procedure.
• Assist in ad-hoc internal projects/initiatives where required.
• Follow a structured development program, which will be enrolled for training/integration needs. This will then be reviewed in an evaluation process at the end of the probation period.

In doing so, you receive a great deal in return for your outstanding performance from your team. After all, we value the exchange of ideas, being there for each other and encouraging each other to become better. We call it: the exchange mindset.