Intercontinental Exchange

Job Description

Job Purpose

The Customer Engineering Administrator works within the Operations division of ICE Global Networks (IGN) and is responsible for order processing and billing of client services. The Administrator is primarily responsible for providing administrative support to the IGN Customer Engineering and Business operations teams. It is highly customer focused, interacting with both internal and external clients. Most tasks are undertaken independently, full training in IGN systems and processes will be provided.

Responsibilities

The key responsibilities of the Customer Engineering Administrator are:

• Processing of incoming orders – Create projects for engineers, RAAMS billing entries, Review and validate IGN and non-IGN orders, correcting and documenting all issues, 
• Monitoring and management of Customer Administration inbox and Service Now queues 
• Work with Customer Engineering team to maintain project oversight.
• Order closure audit and verification
• Contract and project review ensuring validity of data logging and correcting issues as they arise.
• Managing data within appropriate databases – primarily RAAMS, Service Now & Sharepoint
• Reporting, including providing detailed management updates on a weekly basis on the status of service requests.
• Defining/maintaining process documents for the team
• Management of multiple group inboxes
• Exception Reporting
• Billing and records audits

Knowledge and Experience

A suitable candidate for this role should demonstrate the following skills, experience and aptitudes:

Essential:

• Experience in use of Microsoft Office tools, particularly Outlook, Excel and Sharepoint
• Strong English language written and communication skills
• Use of Service Now, or similar CRM tracking tool
• Familiarity with billing & order flow processes and systems such as CRM, ERP, Billing, and/or Operational Support Systems 
• Ability to work on own initiative and as part of a team
• Strong problem solving skills
• Proven experience of working in relevant or related areas such as accounting, invoice and billing, auditing, order processing.
• Deliver work to a consistently high standard

Preferred:

• Knowledge of Network Services or Financial IT business areas (or similar business knowledge) and experience of applying this knowledge in an implementation environment
• General understanding of telecoms and WAN / LAN technology and terminology
• Strong Inter-personal skills and ability to work well with others.
• Knowledge of ITIL working practices

Schedule

This role offers work from home flexibility of up to 2 days per week.