Are you a seasoned professional with a passion for network connectivity and customer service? We're seeking an experienced Ld Analyst to join our Exchange Connectivity and Hosting Operations Team. This is an exciting opportunity to take a lead role, work with cutting-edge technology, and make a real impact. We are looking for a proactive Lead Analyst to join our dynamic team. The successful candidate will work closely with customers, carriers, and internal teams, leading requests through installation, activation, and billing of connectivity solutions. You'll be a key resource on projects related to connectivity, hardware upgrades, and co-location products. Responsibilities Manage standard to complex-level customer connectivity requests across all markets from submittal to completion. Support/lead onboarding and service delivery activities at CME and Google Data Centers. (60%) Resolve complex customer billing inquiries and train junior team members. (5%) Perform audits, respond to SOC2 requests, gather/present colocation metrics dashboards, and update documentation. (5%) Manage larger projects and assignments, such as Data Center relocations, switch upgrades, new product rollouts, migrations, and Partner Exchange connectivity. (20%) Customer management and relationship activities, including conducting annual service review meetings and creating custom remote hands orders. (10%) Key Duties Lead customers and carriers through installation, activation, and billing of connectivity solutions. Participate in and lead projects related to connectivity, hardware upgrades, and co-location products. Manage assigned customers and carriers within CME hosting facilities. Create/deliver monthly colocation metrics dashboards. Provide direction, guidance, and training to junior team members. Utilize automation tools for provisioning and troubleshooting. Create and submit daily change control requests for the Remedy ticketing system. Handle all billing inquiries received from customers. Ensure accurate data entry in enterprise databases and CRM systems. Skills & Software Requirements Project Management Experience - 5 years + Technical Proficiency - specifically experience in WAN, LAN, VPN, and cloud connectivity Strong communication and customer service skills Industry Experience - Financial Services preferred Team & Leadership Skills Knowledge of Google Workspace, Smartsheet and Remedy 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. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.