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

Working Hours and Schedule: This position works Tuesdays through Saturdays during the day.

CME Group is committed to offering a competitive total rewards package for our employees that recognizes their contributions to the business and reflects our long-term investment in their future. The pay range for this role is $28.26--$47.11. Actual salary offered will be dependent on a wide array of factors including but not limited to: relevant experience, skills, education and comparison to internal employees (where relevant). Our compensation program also includes an annual target bonus opportunity for all employees, as well as the opportunity to become an owner in the company through our broad-based equity program. Through our benefits program, we strive to offer flexibility, value and choice. From comprehensive health coverage, to a retirement package that includes both a 401(k) and an active pension plan, to highly competitive education reimbursement provisions, paid time off and a mental health benefit, CME Group offers a holistic benefits package for our team and their dependents.

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.