Job Description
Job Purpose
Intercontinental Exchange, Inc. (ICE) presents a unique opportunity to work with cutting-edge technology and business challenges in the financial sector. ICE team members work across departments and traditional boundaries to innovate and respond to industry demand. The ideal candidate is technically proficient and carries an eager attitude, thorough professionalism, and solid communication skills.
The Support Analyst will be part of Corporate System Platform Support team that manages several corporate IT platforms such as ServiceNow, Salesforce, and ORMB. This role will provide support (via phone, screen share, email) to internal customers.
This role requires identifying, troubleshooting and assisting users to resolve issues. The good candidate should be proficient with technology and web-based applications with customer service or technology support experience. The candidate needs to take initiative, can multitask, and demonstrate the ability to work independently, demonstrate strong communication, problem-solving and decision-making skills.
Responsibilities
- Play as the System Administer role, maintain multiple global corporate platforms.
- Provide first level user support, help customers to troubleshoot day-to-day issues.
- Provide initial analyst on customer reported defects, collaborate with QA team and development team to resolve production defects.
- Provide initial analyze on customer request, collaborate with BA team to collect enhancements.
- Help internal team to build Reports/Dashboards to support their daily work operation.
- Provide support for new hire onboarding, schedule training sessions to help user to get familiar with corporate platforms.
- Create and maintain user documents and technical support guidance.
Knowledge And Experience
- 2+ years. experience in IT Support or Customer Service
- 2+ years. experience in working on web-based applications.
- Strong Microsoft Office skills, Excel essential.
- Strong written and verbal communication skills
- Strong critical thinking and analytical problem-solving skills
- Demonstrate ability to multitask and self-learning, be able to work independently
- Ability to handle pressure under high workload situation
Preferred
- Experience in ServiceNow, Salesforce or any other SaaS platform is a plus
- Experience in SQL and Database
- Experience in Data Analyst, hands on work experience with Tableau is a plus
- System/Application administration experience
- Experience in software programing, previous developer experience or QA experience is a plus
- Bachelor's degree or working towards degree in a relevant area
Schedule
This role offers work from home flexibility of one day per week.
