About

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. Principal Accountabilities: - 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. Skills and Software 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 Service Cloud or other CRM tool experience preferred 0 to 2 years. Professional experience preferred but not required. High school/secondary school diploma required, college/university degree preferred Help Desk Institute (HDI) and Knowledge Centered Service (KCS) Certifications a plus CME Group: Where Futures are Made CME Group is the world’s leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career by shaping tomorrow. We invest in your success and you own it – all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we’re looking for more. At CME Group, we embrace our employees' unique experiences and skills to ensure that everyone’s perspectives are acknowledged and valued. As an equal-opportunity employer, we consider all potential employees without regard to any protected characteristic. Important Notice: Recruitment fraud is on the rise, with scammers using misleading promises of job offers and interviews to solicit money and personal information from job seekers. CME Group adheres to established procedures designed to maintain trust, confidence and security throughout our recruitment process. Learn more here. As the world’s leading derivatives marketplace, CME Group is where the world comes to manage risk. We enable clients to trade futures, options, cash and OTC markets, optimize portfolios, and analyze data – empowering market participants worldwide to efficiently manage risk and capture opportunities. CME Group exchanges offer the widest range of global benchmark products across all major asset classes based on interest rates, equity indexes foreign exchange energy agricultural products and metals. We meet uncertainty and volatility with confidence and clarity, across the trading lifecycle and around the world. Hear more about our employee experience Get a look inside CME Group and see what makes us tick A rewarding career is only the beginning Best Place to Work Recruitment fraud is on the rise, with scammers using misleading promises of job offers and interviews to solicit money and personal information from job seekers. CME Group adheres to established procedures designed to maintain trust, confidence and security throughout our recruitment process. Additionally, CME Group does not communicate with job applicants over Telegram. Learn more here. For U.S. employment, CME Group is legally required to validate a new hire’s employment eligibility by having them complete an Employment Eligibility Verification (Form I-9) companied with legally acceptable proof of identity and work authorization (as listed on the Form I-9). CME Group uses E-Verify, which is an online system operated by the U.S. Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility and validate social security numbers. Through participation in the E-Verify program, information entered on Form I-9 will be provided and compared to information available at both of these agencies. See posters below for more details. E-Verify Notice E-Verify Notice Español U.S. Right to Work Notice U.S. Right to Work Notice Español