Application Support Analyst

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 incidents
• As required, provide coverage for the level 1 team
• Update the ticketing system (e.g. Zendesk, 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
• Coordinate closely with Developer teams to test and deploy application defect fixes, enhancements, and patches to production environment in accordance with project methodologies
• 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

• Degree in Engineering, IT, Computer Science, or related disciplines
• 3+ years’ experience in IT industry
• Excellent English language skills, both verbal and written
• Knowledgeable in system and application support preferred
• Basic knowledge on database, XML, SPLUNK required
• Able to work independently, self-motivated, problem solver with strong sense of responsibility
• Experience with ITSM tool ServiceNow is a plus