Analyst, Business Operations

Overview

Job Purpose

We seek a talented, creative and technical individual to join our team of Business Operations at ICE Clear Credit.

You will be responsible for partnering with ICE Clear Credit and ICE Link customers to provide operational process, onboarding and troubleshooting across CDS and U.S. Treasury clearing and post-trade processing services. This role is part of a highly specialized Business Operations support organization that is responsible for the daily operations of multiple industry leading trading exchanges, clearing systems, and data distribution services.  This position requires identifying, troubleshooting, and resolving both internal system problems, as well as external customer-related IT issues. This role requires a blend of general technical and business knowledge, as well as a comprehensive understanding of the overall architecture of the ICE Clear Credit clearing, and infrastructure. You will act as a primary escalation point for internal production support queries and will work closely with service delivery, systems operations and account management teams. You will be expected to participate in the design, implementation and testing of new products and services, and service enhancements, providing input based on your knowledge of customer needs and existing system and process challenges.

Responsibilities

• Troubleshoot day-to-day issues and provide direct support to Business, Risk, Dev, and IT support groups.
• Work with internal partners to communicate important information about system maintenance, changes, events, and to address their concerns regarding any aspect of the services.
• Interact with third-party vendors, coordinate, and collaborate with various internal business units.
• Maintaining operations and administration of proprietary systems is an integral part of the position.
• Assist other ICE staff with problem solving and escalation procedures.
• Quickly assess an issue(s) and provide management with well-conceived short and long-term actions for restoration of service(s).
• Ownership of production incidents including communication, escalation, and follow-up for root-cause analysis.
• Understand the various trading and clearing platforms, data distribution services, general network architecture, and apply technical knowledge to improve system performance and reliability.
• Prepare documentation for troubleshooting and escalation procedures.
• Follow organizational practices regarding Incident, Problem, and Change Management along with the creation of database records for these disciplines.
• Scheduling flexibility is required.
• Integration Guidance: Clearly communicate with end users, educating them and dealing with all queries relating to system interfaces and their relationship with operational processes
• Customer Inquiries: Resolve customer inquiries in an articulate, timely, and courteous way seeking to deliver quick and effective solutions
• Technical Documentation: Prepare and manage technical guides for external business analyst and development teams to review for new functionalities and enhancements
• Issue Handling:
  • Investigation: Provide root cause analysis and issue resolution guidance to Systems Operations, Development and Quality Assurance teams
  • Impact Assessment: Collaborate with customers and internal teams to assess external integration impacts to drive design decisions for issue resolution
  • Escalation: Escalate issues to internal teams when necessary, clearly articulating problems and steps required for resolution
  • Resolution: Consistently and correctly prioritize and resolve issues independently, with minimal supervision
  • Documentation: Clearly track/update cases with detailed statuses and resolutions; maintain knowledge store of common issues/solutions/troubleshooting steps, etc.
• Process Improvements: Review internal process improvements for inter-team collaboration efficiency, and produce tools for troubleshooting using Python, SQL, Excel, VBA, Tableau

Knowledge and Experience

• Bachelor’s degree or equivalent
• 2 years relevant industry experience
• Excellent communication skills. Good written English and demonstrable experience in writing clear/concise documentation
• Systems/Application support experience.
• Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as and when they occur.
• Team Player - able to interface/liaison effectively with a variety of technical/non-technical contributors throughout the organization.
• Logical approach, critical thinking, and analytical problem-solving skills with the ability to identify the root cause(s) of a problem.
• Rigorous troubleshooting techniques plus the willingness to convey technical details clearly and politely
• Ability to independently learn nuances of a complex, multifaceted system with minimal supervision
• Effective use SQL as an analytical tool
• Technical Experience - using database development concepts (SQL, PL/SQL, views, etc.) is preferred, Python, Excel, Tableau, Splunk, Enterprise monitoring and debugging tools.
• Must be able to multi-task, prioritize and escalate when appropriate
• Previous IT Support experience preferred

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