Trade Operations Analyst

📁
Operations
📅
21000328 Requisition #

Job Purpose

At ICE we approach every challenge as an opportunity to connect. People with data. Markets with Transparency. Industries with technology. In our world, innovation begins with connection. We are streamlining the system - Featuring high quality and market-leading data, our end-to-end solutions create exceptional insights that drive performance.  We currently have opening for Trade Operations Analyst will be responsible for 24 help desk support of all trade operations and customer support. 

 

Duties and Responsibilities

 

  • Provide first line response to customer trading and system functionality questions and issues; record all queries in customer tracking system
  • Learn proprietary trading system functionality and back office support to effectively communicate with customers and bring resolution to all customer queries
  • Coordinate with customer technology staff and the ICE sales team to assist in setting up new users and resolving customer issues on an ongoing basis
  • Real-time surveillance of electronic trading activity in ICE Futures products on ICE
  • Provide training on the ICE website, trading platform functionality, and specific trading information related to OTC and futures markets
  • Assist in quality assurance testing of new system functionality, support ongoing tests of system back-up capabilities, and assess need for regular software upgrades to the trading system
  • Monitor the health and usage of all systems and vendors supporting the platform, escalating persistent or high-priority problems to the appropriate staff
  • Produce periodic operational reports, document and update internal procedures, and assist with special projects as needed
  • Provide front-line customer service support
  • Provide a quick turn-around to trade disputes 

Knowledge and Experience

  • Bachelor's Degree with 2+ years’ work experience in a customer service/support role
  • Exposure to commodity markets, financial trading environment, or equity brokerage business is essential; exposure to futures markets, a plus
  • Good problem-solving and analytical skills
  • Friendly, professional telephone manner and strong interpersonal skills
  • Must be self-directed and be able to work within a team environment
  • Strong attention to detail and ability to multi-task under pressure
  • Working knowledge of computers, Microsoft operating systems, and in-depth knowledge of standard Microsoft Office application programs
  • Ability to work varying shifts 

 

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