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Trade Operations Analyst

Intercontinental Exchange
$72,495 - $91,795 a year
Melbourne, Victoria
3 weeks ago

Job Description


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
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