Trade Operations Analyst II

About the Role

The Trade Operations Analyst II is the front line for Intercontinental Exchange (ICE) trading platform customers. This role is pivotal to ICE’s commitment to strong customer service, integrity, and transparency in the financial marketplaces. ICE Trade Operations is part of a support organization responsible for the daily operations of multiple industry-leading derivatives exchanges, providing first-line support for customers using proprietary trading systems and conducting real-time trade surveillance of futures markets.

Key Responsibilities

• Conduct real-time surveillance of electronic trading activity in ICE Futures products.
• Manage real-time Exchange prices and price controls to allow orderly market trading.
• Calculate accurate daily and final settlement prices used as benchmark reference prices and by ICE's clearinghouses to manage participant risk.
• Provide training on the ICE website, trading platform functionality, and specific trading information for OTC and futures markets.
• Provide quick responsiveness to customers, offering functionality support and troubleshooting to resolve issues.
• Support both new and existing companies in efficient use of proprietary systems, resolving issues, problem-solving, and training.
• Monitor the health and usage of systems, escalating recurring or high-priority issues.
• Produce operational reports to provide metrics and tracking of queries.

Requirements & Tech Stack

• Working knowledge of at least one of Salesforce, ServiceNow, MS Office.

Qualifications

• College degree or equivalent work experience in a customer-focused environment.
• Knowledge of commodity markets, financial trading, or equity brokerage business; exposure to futures markets is a plus.
• Outstanding problem-solving and analytical skills, attention to detail, and ability to multitask.
• Strong communication skills with demonstrated interpersonal skills.
• Team player, with commitment to service to customers and their needs.