Senior Analyst, Knowledge Management

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Provides customer services relating to sales, sales promotions, installations and communications. Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, and in accordance with the consumer laws. Develops organization-wide initiatives to proactively inform and educate customers. Develops improvement plans in response to customer surveys.

Why Nasdaq
When you work at Nasdaq, you're working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we're all valued for our unique perspective.

Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.

Here, we're committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

What We Offer
This is a permanent full-time role based in Bonifacio Global City, Taguig following a hybrid work model setup (at least 2 in office days per week).

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create.

In return, you will receive HMO coverage for you and your dependents, employee stock purchase plan, equity grant, retirement plan, annual bonus, free counseling sessions, subscription to e-learning platforms, fitness, wellness and more.

What You Will Do
This role is part of the
FinTech Client Support division
within the
Global Practice Management
team. Our goal is to develop best practices, tools, and methodologies to continuously drive excellence in Customer Support.

The
Senior Analyst, Knowledge Management & Support
will play a critical role in managing and optimizing our knowledge management systems to ensure efficient knowledge sharing and accessibility across the organization. This position will be responsible for managing internal and external knowledge articles to enhance service efficiency and customer satisfaction.

The ideal candidate will have experience in knowledge management, process improvement, and client support operations, with expertise in implementing best practices across the entire customer lifecycle.

• Create, maintain, and update knowledge articles to ensure they are accurate, relevant, and easily accessible.
• Monitor the usage and performance of knowledge systems, using data insights and analytics to optimize content relevance and accessibility.
• Work closely with stakeholders at all levels to gather and incorporate feedback.
• Implement processes to improve customer satisfaction, leveraging automation and AI-enabled solutions where appropriate.
• Monitor and evaluate the impact of implemented changes on Client Support operations.

What We Expect

• Bachelor's degree or equivalent experience in Business Administration, Information Technology, Data Analytics, or a related field.
• Proven experience as a Knowledge Manager, Process Excellence Analyst, or similar role in a client support environment.
• Proficiency in knowledge management systems, such as ServiceNow or Confluence, including configuration, customization, and maintenance.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.

What Would Be Helpful

• Familiarity with data visualization tools (e.g., Power BI, Tableau) and a curiosity about AI-driven solutions for process optimization.
• Experience with ITIL processes and best practices.
• Experience with process improvement methodologies such as Lean, Six Sigma, or Kaizen.

Does It Sound Like You?
Please follow through by clicking the "Apply" link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and discover why Nasdaq Manila is Great Place To Work certified

Come as You Are
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.