Job Information
Intercontinental Exchange (ICE) Application Support Analyst in Athens, Greece
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 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