ECHO Analyst

SINOP CME Group Singapore Operations Pte Ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

CME Group in Singapore is seeking an analyst for an entry level role in the Exchange Connectivity and Hosting Operations team. You will learn onboarding, activation and billing of basic connectivity solutions while working with customers, carriers and internal teams.

You will gain experience in provisioning, data tracking, and issue resolution, while following defined processes and receiving guidance from senior team members. This role emphasizes communication and documentation across teams.

Qualifications

• 3–4 years of project management experience in network connectivity, telecom or IT infra.
• Experience updating CRM systems, trackers (Smartsheet) and providing concise stakeholder updates.
• Technical proficiency in WAN, LAN, VPN and cloud connectivity; familiarity with data centers.

Responsibilities

• Support connectivity requests from customers and onboarding of customers and carriers to hosting facility.
• Monitor and troubleshoot basic customer billing inquiries.
• Consolidate and submit Remedy tickets for engaging internal CME teams around connectivity requests.
• Assist with other projects and assignments as instructed.

Skills

Project management

Stakeholder updates

Network connectivity

Cloud connectivity

Communication skills

Tools

Smartsheet

CRM systems

Remedy

Job description

Job Overview

Entry level role within the Exchange Connectivity and Hosting Operations team. Analyst will work with customers, carriers, and internal teams on requests for the installation, activation and billing of basic, non-complex connectivity solutions. Analyst will become familiar with the onboarding and management of customers and carriers at CME hosting facilities. Requires beginner-level analytical skills when dealing with daily activities and a basic understanding of connectivity and/or hosting procedures. Follows established, documented processes to complete order implementation however certain tasks may require critical thinking skills and situational analysis, prompting guidance from senior team members on several, but not all, tasks. Requires good written and verbal communication skills. Analyst is responsible for entering or uploading all order related paperwork, circuit information, customer forms, data and contact information into the Enterprise Data Base system, CRM system, SharePoint/Confluence sites and any applicable tracking spreadsheets in a timely manner. Analyst will use automation tools for provisioning and troubleshooting and will be responsible for creating and/or submitting daily change control requests for the Remedy ticketing system. Analyst will train and become familiar with connectivity billing procedures to be able to respond to basic inquiries from customers.

Job Responsibilities

1. Support connectivity requests from customers and support the onboarding of customers and carriers to hosting facility (55%)
2. Monitor and troubleshoot basic customer billing inquiries (20% - 25%)
3. Consolidate and submit Remedy tickets for engaging internal CME teams around connectivity requests (10% - 15%)
4. Other projects and assignments as instructed (10%)

Skills & Software Requirements

• Experience: 3-4 years of experience in Project Management, preferably in network connectivity, telecom or IT infrastructure.
• Project Management Knowledge - Ability to manage multiple client related projects in parallel, updating the CRM system, Creating, Maintaining and Updating Trackers e.g. Smartsheet; and providing concise updates to Stakeholders.
• Technical Proficiency - Some experience in WAN, LAN, VPN and cloud connectivity. Experience working with Telecom carriers and Data Centers to support client connectivity solutions; Familiarity with Cloud connectivity.
• Strong communication and customer service skills - Updating internal/external stakeholders with status on their individual project or a broader project impacting multiple clients; Demonstrating diplomacy in the handling of problem-solving skills.

CME Group

Where Futures are Made CME Group is the worlds 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.

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.

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