Job Description

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Job Purpose

ICE Digital Trade provides paperless global trade management solutions which digitize, automate, and accelerate trade & post-trade operations, finance, logistics, compliance, and visibility.



The ICE Digital Trade Application Support team provides first-line support for customers who use our proprietary shipping and trade documentation solutions.

Responsibilities

The Application Support Analyst is well-versed in our products, markets, and operations, and is pivotal to ICE's commitment to strong customer service. The successful candidate will:

Provide level 1 application support, liaising with level 2 and level 3 support teams to resolve reported issues and incidents Onboard and off-board clients for ICE Digital Trade products and services Update the ticketing system (e.g. Salesforce, ServiceNow, JIRA) for the reported problem and resolution Promptly address user requests, incidents, and problems, ensuring timely resolution Participate in testing to verify and understand the application logic and behavior Escalate issues to the team lead in a timely and appropriately manner Maintain strong relationship with clients and internal teams. Undertake root cause analysis and manage resulting action items to resolution Develop and maintain the knowledge base for ongoing support Contribute to system monitoring, alerting, and preventive measures Incidents resolution & request handling Pro-active actions / measures to limit corrective maintenance activities Knowledgebase creation & maintenance

Knowledge and Experience

Bachelor's or equivalent university degree Excellent verbal and written English language skills Excellent time-management and organizations skill Knowledgeable in system and application support preferred Basic knowledge on database, XML, SPLUNK, Salesforce, Servicenow and advantage Able to work flexible hours in a 24/7 support environment * Experience with ITSM tool ServiceNow is a plus