Trade Operations Analyst

Job Purpose

• This entry level Trade Operations Analyst will be responsible for 24 help desk support of all trade operations and customer support.

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