Job Description
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
**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
Apply for this Position
Ready to join ? Click the button below to submit your application.
Submit Application