Fintech Client Support Services Senior Analyst

Nasdaq; Xico; Hybrid; MXN 300,000 - 420,000; Full time

Job summary

Nasdaq is seeking a Fintech Client Support Services Senior Analyst to join our team in Mexico City, with a hybrid schedule. You will deliver cloud-based IT product support for financial institutions, manage critical incidents, and help drive service improvements across time zones.

The role requires a IT/CS degree (or equivalent), 3+ years in client support or related fields, and strong communication and organization skills. ITIL/PMP certs are a plus.

Qualifications

• Bachelor’s degree or equivalent experience in IT/CS or related field.
• 3+ years in Client Support, Project Management, or Client Services in a fast-paced setting.
• Ability to manage incidents, improve processes, and collaborate globally.

Responsibilities

• Deliver support for cloud-based IT products used by financial institutions.
• Manage critical incidents with timely resolution and clear client communication.
• Follow Release Management processes for smooth deployments and updates.
• Drive continuous improvement to enhance service quality and efficiency.
• Create and maintain internal knowledge articles and guide junior team members.

Skills

Detail oriented

Proactive

Excellent communication

Organizational skills

English proficiency

Global collaboration

Incident management

Process improvement

Education

Bachelor’s degree in IT/Computer Science or related field

Equivalent experience

Tools

ITIL certification

PMP certification

Job description

We’re looking for a Fintech Client Support Services Senior Analyst to join our team, reporting to the Client Support Services Manager. In this role, you’ll help shape how we deliver exceptional client experiences and drive operational excellence in IT support for financial institutions.
You’ll fit right in if you’re detail-oriented, proactive, and passionate about technology and client success, love working across teams and time zones, and get energy from tackling challenges that make an impact on a global scale.

What You’ll Do

• Deliver support for cloud-based IT products used by financial institutions.
• Manage critical incidents, ensuring timely resolution and clear client communication.
• Follow Release Management processes to enable smooth deployments and updates.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Create and maintain internal knowledge articles and provide guidance to junior team members.

What You’ll Bring

• Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 3+ years of experience in Client Support, Project Management, or Client Services in a fast-paced environment.
• Proven ability to manage incidents, improve processes, and collaborate globally.
• Excellent communication and organizational skills.
• Proficiency in English (written and spoken).

Nice to Have

• Certification in ITIL, PMP, or similar frameworks.
• Experience in fintech or regulated industries.
• Familiarity with global team collaboration.
• This position will be located in Mexico City and offers the opportunity for a hybrid work environment at least 3 days a week in-office, subject to change, providing flexibility and accessibility for qualified candidates.

Come as You Are

Nasdaq is an equal opportunity employer. We welcome people from all backgrounds and identities. If you need any accommodation during the hiring process, just let us know.

Benefits & Rewards

We offer a competitive, well-rounded rewards package that supports you and your family, inside and outside of work.

Actual pay depends on your skills, experience, education, and location. In addition to base pay, we offer short-term incentives (bonus or commission) and long-term incentives (equity), where applicable.

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.