Job Purpose
The Product Support Specialist will play a pivotal role in supporting and enhancing ICE Data Services’ Fixed Income Evaluation Products and related data solutions. This role bridges product management, business analysis, and technical support, collaborating with cross-functional teams to deliver high-quality products that meet client needs and drive business outcomes. The successful candidate will combine strong analytical, technical, and communication skills to manage requirements, troubleshoot production issues, and contribute to product strategy and execution in a fast-paced, dynamic environment.
Responsibilities
- Provide production support for evaluation products, troubleshooting issues and responding to user queries.
- Elicit, analyse, communicate, and validate requirements for business processes and product enhancements from users, product managers, and stakeholders.
- Support in the creation of product documentation and materials for internal and external audiences.
- Work individually and within cross-functional teams (Evaluators, Development, QA, Data Science) to deliver requirements and enhancements on time and within scope.
- Present approved requirements to business, development, and quality assurance teams.
- Assist with ad-hoc data analysis to answer business queries and assess solution viability.
- Formulate and develop reports (Excel, SQL) to expedite requirement analysis or testing of large and complex projects.
- Develop and execute testing strategies for key deliverables.
- Assist in analysing current results and quantifying effectiveness of development enhancements.
Knowledge and Experience
- 3+ years’ experience as a Business Analyst, QA or Product Support Specialist.
- 2+ years’ working knowledge of SQL and Excel functions.
- Strong analytical skills, especially in analysing and summarising large data sets.
- Excellent oral and written communication skills, including the ability to communicate technical subjects.
- Strong stakeholder management and relationship-building skills.
- Ability to work independently and as part of a team, managing multiple concurrent efforts in a fast-paced environment.
- Comfortable working in a fast-paced environment with a willingness to learn new things and tackle a range of challenges and blockers as they arise.
- Energetic, motivated, and willing to take on challenging tasks.
- Strategic thinker with the ability to see the big picture and execute tactical day-to-day tasks.
- Willingness to learn new things and tackle a range of challenges and blockers as they arise.
- Strong work ethic and commitment to delivering high-quality results.
Preferred Knowledge and Experience
- An understanding of either Sigma or RDO systems.
- Proficiency in large data analysis, data modelling, and query languages such as SQL or Python.
- Knowledge of agile and conventional project management methods.
