Client Support Specialist Ii jobs at Intercontinental Exchange - Ice in United Kingdom, London

Responsibilities

• Provide exceptional overall experience for clients using time-sensitive, mission critical data and applications. Including educating clients on information technology issues/services
• Provide operational support to global client support teams by assisting in key workflows and initiatives
• Provide case status updates to management and end users, as well as mitigate future recurrences through post-mortem analysis
• Ensure up to date documentation of policies, procedures, and work processes periodically. Implement standard operating procedures and customer service guidelines
• Escalate issues with internal groups to resolve issue with urgency, when applicable. Establish and maintain effective relationships with counterparts in assigned areas, such as operating systems, applications, mobile devices, new technologies and communications infrastructure
• Handle inbound customer queries in a professional manner with attention to detail, timeliness, and consistency
• Thoroughly diagnose technical problems and communicate solutions to customers
• Provide backup assistance to peers when needed. Flexibility to expand and take on additional responsibilities or tasks as business needs dictate

Knowledge and Experience

• Bachelor’s degree or equivalent experience
• Familiarity with European and US financial markets and industry practices
• Experience of service flow experience or CRM ticketing system
• Preferred experience with Application Programming Interfaces (APIs), including supporting and troubleshooting data across different APIs
• Preferred beginner-level Python skills to support data analysis and improve operational processes.
• Strong organizational and time management skills. Capable of prioritizing multiple tasks, working effectively with little or no direction
• Excellent verbal, advanced listening, and written English language skills
• Formal meeting organization and facilitation skills
• Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional. Ability to methodically breakdown a process or issue by asking critical, thoughtful questions to identify best solution to mitigate impact
• Client support experience, preferred. Ability to work in a fast-paced environment and meet daily deadlines
• Strong analytical and problem-solving skills with attention to detail and follow-up. Advanced analytical skills and ability to perform system analysis
• Ability to effectively communicate, collaborate and build relationship with peers, co-workers and management personal from different countries and diverse background
• Working knowledge of at least one of Salesforce, ServiceNow, MS Office
• Knowledge of financial markets and market data terminology a plus

Job Purpose

This role entails developing client demand across all ICE indices, notably including the ICE BofA Fixed Income Indices and the the NYSE Equity Indices, across EMEA. The Specialist will act in partnership with multiple global and regional internal stakeholders (e.g. Sales and Relationship Management, Index Product, Index Commercial, and Marketing) from ICE Data Services and externally with clients, prospects and partners to drive growth in the IDI Services.

Responsibilities

• Manage a large book of business including key and strategic accounts;
• Be the face of ICE Data Services for Index business by regularly engaging with clients & prospects;
• Be a subject matter expert in all aspects of Index creation, Index use and process flow (i.e. the eco-system of index use);
• Contribute strongly to team sales quota;
• Contribute to new product development and regional strategy for IDI Indices;
• Identify competitive threats that could cause potential risk to our index business;
• Keep abreast of regulatory changes that may benefit or damage our index business;
• Work closely with the sales and relationship management teams to grow business and develop cross selling opportunities for other ICE services;
• Will need to travel across the region on a regular basis.

Knowledge and Experience

• French or German language fluency preferred
• Solid experience in an index client-facing role within either an Index Provider, Asset Manager, ETF Provider, Investment Bank or Market Data Vendor;
• Understand the use of indices in benchmarking, particularly in passive strategies, as well as the downstream use of constituent level data within the wider Index Ecosystem
• Solid technical understanding of all Index products, especially Fixed Income products

Key Skills

• Developing productive relationships with key clients
• Uncovering opportunities for new revenue
• Collaborating closely with multiple internal stakeholders;
• Working on multiple client engagements simultaneously;
• Excellent listening, written, communication and presentation skills;
• Strong team player with ability to work independently where required

Job Purpose

You will be responsible for partnering with ICE Clear Credit and ICE Link customers to provide operational process, system interface training, onboarding and trouble-shooting across CDS and U.S. Treasury clearing and post-trade processing services. This will involve analyzing complex cases and measuring them against expected system behavior to provide customers with case resolution. 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

• 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 developments teams to review for new functionalities and enhancements
• API Code Sample: Prepare API samples and message templates for ICE functionality that showing best practice for integrating to ICE
• Technical Review: Perform periodic technical reviews of external integrations to ICE to identify areas of improvement for ICE connectivity
• 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 Java, SQL, Excel, VBA

Knowledge and Experience

• 5+ years relevant industry experience
• Rigorous troubleshooting techniques plus the willingness to convey technical details clearly and politely
• Excellent communication skills; good written English and demonstrable experience in writing clear/concise documentation
• Ability to independently learn nuances of a complex, multifaceted system with minimal supervision
• Effective use SQL as an analytical tool
• Work experience in a Software Development role is preferred, especially developing large scale enterprise applications using Java
• Experience in modern messaging protocols such as IBM MQ, JMS, Kafka, etc. is preferred
• Experience using database development concepts (SQL, PL/SQL, views, etc.) is preferred
• Experience in Object-Oriented Programming (Java/C++), XML, FIX, FpML, Python, JavaScript/TypeScript and Unix shell scripting is preferred
• Experience setting and supporting conformance testing preferred
• Must be able to multi-task, prioritize and escalate when appropriate
• Previous IT Support experience preferred
• Bachelor’s degree or equivalent

Job Purpose

In this role, the Client On-Boarding Specialist will be responsible for the set-up and management of new and existing client product configurations currently offered by ICE Data Services. This position will liaise with Client Service, Sales, Product Management and IT to ensure clients experience a seamless onboarding experience.

Responsibilities

• Establish strong working relationship with clients throughout the onboarding process
• Communicate expectations and deadlines to clients and internal stakeholders
• Act as an escalation point throughout onboarding process
• Capture client requirements as needed
• Ensure product solutions satisfy client needs
• Confirm product solutions are compliant with external vendor policies
• Confirm product solutions meet ICE Data Services minimum product standards
• Manage client test/trial process
• Create and maintain proper onboarding documentation
• Coordinate hand-off to client service
• Provide client demos as needed
• Maintain accurate client communication records
• Ensure all internal stakeholders are updated on the progress of onboarding progress
• Communicate enhancement requests as appropriate
• Escalate issues when onboarding progress is at risk
• Travel to client sites when necessary

Knowledge and Experience

• Demonstrate experience in client service, finance or project management
• PC skills – ability to use Microsoft Word and Excel. Knowledge of Outlook, Salesforce, XML, SQL and Unix a plus
• Tremendous interpersonal and communication skills
• Excellent teamwork and collaboration skills
• Solid customer service skills including excellent business judgment skills
• Sound ability to multi-task in a fast-paced, time sensitive environment
• Analytical skills required to review data, apply logic and reason, and draw appropriate conclusions about findings
• Bachelor Degree or equivalent work experience

Job Purpose

The Operations Support Analyst role is not a typical NOC/helpdesk role - it is part of a highly specialized 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. The role requires a blend of general technical and business knowledge, as well as a comprehensive understanding of the overall architecture of the ICE exchanges, divisions, clearing, and infrastructure.

This position is not a Systems Administrator or Network Engineering position; however, prior experience in these areas is desirable. Job level will be determined based on years of relevant experience.

This is a 24x7 environment and the position may require weekend scheduling and or working on other shifts.

Responsibilities

• Troubleshoot day-to-day issues and provide direct support to engineering 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.
• Maintain operations and administration of proprietary systems.
• Assist other ICE staff with problem solving and escalation procedures.
• Assess issue(s) quickly and provide management with well-conceived short and long-term actions for restoration of service(s).
• Own 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 in regard to Incident, Problem, and Change Management along with the creation of database records for these disciplines.
• Scheduling flexibility required.

Knowledge and Experience

• Systems/Application support experience OR Associates/Bachelor’s degree.
• Excellent communication skills.
• 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.
• Demonstrate reliability, flexibility, and attention to detail.

Preferred Skills

Meaningful experience with the following industries/technologies is a PLUS:

• Financial markets, trading and clearing systems.
• Experience with ServiceNow, particularly Incident, Ticket and Change modules.
• Technology and/or application support.
• Proficiency with Microsoft Office Suite.
• Ability to debug/write Bash and PowerShell scripts.
• Proficiency in Linux and Windows operating systems.
• Network protocols and network traffic analysis.
• Understanding and working knowledge of TCP/IP, UDP and Multicast technologies.
• Experience with enterprise monitoring and support solutions; BigPanda, PagerDuty and Rundeck.