Trade Operations Analyst Job at Intercontinental Exchange – in Southbank VIC

Job Purpose

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

Duties and 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

About the Company

Company: Intercontinental Exchange –

Company Location:  Southbank VIC

Estimated Salary:

About Intercontinental Exchange -