Borsa Italiana- Client Services and Support Analyst

Overview

In this role you act as the primary point of contact for a defined client group, managing incidents and ensuring timely resolution. You will support clients, provide progress updates, and ensure SLA compliance while strengthening quality processes. You will drive process improvement, participate in enhancement projects, and support client testing and conformance activities. This position sits within a client services context in Milan, focusing on reliable service delivery and cross-functional collaboration.

Responsabilità

• Serve as central client contact for operational matters and manage incident handling with timely escalation
• Provide proactive client support and follow-up until resolution, communicating progress especially when deeper analysis is needed
• Ensure adherence to Service Level Agreements and strengthen the quality framework to meet objectives
• Drive continuous improvement of processes, identify and select long-term value opportunities to reduce operational risks
• Contribute to operation enhancement projects, review specifications and draft terms of reference for upcoming products and initiatives, support client developments and tests, and execute conformance tests with clients

Requisiti fondamentali

• Strong financial background and familiarity with Euronext client activities
• Prior relevant Client Services experience
• High standards of service delivery and ability to build strong client relationships
• Strong analytical and organizational skills with problem-solving attitude
• Experience in project management and ability to monitor initiatives
• Strong verbal communication skills internally and externally
• customer-focused
• problem-solving
• relationship-building
• incident management
• SLA compliance
• process improvement