Application Support Analyst

1 week ago

Athens, Attica, Greece ICE Full time

Job Description
Job Purpose
ICE Digital Trade provides paperless global trade management solutions which digitize, automate, and accelerate trade & post-trade operations, finance, logistics, compliance, and visibility.

The ICE Digital Trade Application Support team provides second-line support for customers who use our proprietary shipping and trade documentation solutions.

Responsibilities
The Application Support Analyst is well-versed in our products, markets, and operations, and is pivotal to ICE's commitment to strong customer service. The successful candidate will:

  • Provide level 2 application support, liaising with level 1 and level 3 support teams to resolve reported issues and incidents
  • As required, provide coverage for the level 1 team
  • Update the ticketing system (e.g. Zendesk, Salesforce, ServiceNow, JIRA) for the reported problem and resolution
  • Promptly address User Requests, Incidents, and Problems, ensuring timely resolution
  • Participate in testing to verify and understand the application logic and behavior
  • Escalate issues to the team lead in a timely and appropriately manner
  • Coordinate closely with Developer teams to test and deploy application defect fixes, enhancements, and patches to production environment in accordance with project methodologies
  • Undertake root cause analysis and manage resulting action items to resolution
  • Develop and maintain the knowledge base for ongoing support
  • Contribute to system monitoring, alerting, and preventive measures
  • Incidents resolution & request handling
  • Pro-active actions / measures to limit corrective maintenance activities
  • Knowledgebase creation & maintenance

Knowledge And Experience

  • Degree in Engineering, IT, Computer Science, or related disciplines
  • 3+ years' experience in IT industry
  • Excellent English language skills, both verbal and written
  • Knowledgeable in system and application support preferred
  • Basic knowledge on database, XML, SPLUNK required
  • Able to work independently, self-motivated, problem solver with strong sense of responsibility
  • Experience with ITSM tool ServiceNow is a plus

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