Job Purpose

ICE Operations offers market knowledge, technical expertise, customer service, and innovative tools to support our global functions. Systems, Network, and Trading Operations, Internal IT Support, Information Security, Client Services, and Data Centers all enable our business to run smoothly, securely, and efficiently.

ICE Trade Operations is part of a support organization that is responsible for the daily operations of multiple industry leading derivatives exchanges. The team provides first-line support for customers who use our proprietary trading systems and conduct real time trade surveillance of our futures markets. As the primary touchpoint for customers, we ensure they can quickly and efficiently support the trades and operations essential to their business.

The Trade Operations Analyst is the front line for our trading platform customers. The Trade Operations Analyst is well-versed in our products, markets, and operations, and is pivotal to ICE’s commitment to strong customer service, integrity, and transparency in the financial marketplaces.

Responsibilities

Conduct real-time surveillance of electronic trading activity in ICE Futures products

Provide training on the ICE website, trading platform functionality, and specific trading information for OTC and futures markets

Provide quick responsiveness to customers, offering functionality support and troubleshooting to resolve issues

Support both new and existing companies in efficient use of our proprietary systems, resolving issues, problem-solving, and training

Monitor the health and usage of our systems, escalating recurring or high-priority issues

Produce operational reports to provide metrics and tracking of queries

Knowledge and Experience

College degree or equivalent work experience in a customer-focused environment

Knowledge of commodity markets, financial trading, or equity brokerage business; exposure to futures markets a plus

Outstanding problem-solving and analytical skills, attention to detail, and ability to multitask

Strong communication skills with demonstrated interpersonal skills

Team player, with commitment to service to our customers and their needs

Working knowledge of at least one of Salesforce, ServiceNow, MS Office