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 first-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 1 application support liaising with level 2 and level 3 support teams to resolve reported issues and incidents Onboard and off-board clients for ICE Digital Trade products and services Update the ticketing system e g 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 Maintain robust relationship with clients and internal teams 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 Bachelor s or equivalent university degree Excellent verbal and written English language skills Excellent time-management and organizations skill Knowledgeable in system and application support preferred Basic knowledge on database XML SPLUNK Salesforce Servicenow and advantage Able to work flexible hours in a 24 7 support environment Experience with ITSM tool ServiceNow is a plus

📌 Client Support Specialist Ii (Telangana)
🏢 Intercontinental Exchange
📍 Telangana