Job Description

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 second-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 2 application support, liaising with level 1 and level 3 support teams to resolve reported issues and incidentsAs required, provide coverage for the level 1 teamUpdate the ticketing system (e.g. Zendesk, Salesforce, ServiceNow, JIRA) for the reported problem and resolutionPromptly address User Requests, Incidents, and Problems, ensuring timely resolutionParticipate in testing to verify and understand the application logic and behaviorEscalate issues to the team lead in a timely and appropriately mannerCoordinate closely with Developer teams to test and deploy application defect fixes, enhancements, and patches to production environment in accordance with project methodologiesUndertake root cause analysis and manage resulting action items to resolutionDevelop and maintain the knowledge base for ongoing supportContribute to system monitoring, alerting, and preventive measuresIncidents resolution & request handlingPro-active actions / measures to limit corrective maintenance activitiesKnowledgebase creation & maintenance

Knowledge and Experience

Degree in Engineering, IT, Computer Science, or related disciplines3+ years’ experience in IT industryExcellent English language skills, both verbal and writtenKnowledgeable in system and application support preferredBasic knowledge on database, XML, SPLUNK requiredAble to work independently, self-motivated, problem solver with strong sense of responsibilityExperience with ITSM tool ServiceNow is a plus