About the Company At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link at: https://www.icis.com/explore. About the Team You’ll be part of a team that values reliability — not just in our systems, but in how we support one another and communicate. We’re committed to providing a smooth, transparent, and supportive experience for our customers, especially when challenges arise. In this role, your attention to detail, empathy, and clear communication will have a meaningful impact every day. About the Role We’re looking for a Senior Production Support Analyst to help ensure the reliability and responsiveness of our customer-facing systems. This role is about more than technical troubleshooting — it’s about delivering a thoughtful, effective support experience for both internal and external stakeholders. Responsibilities Lead the resolution of high-impact production issues with a focus on minimizing customer disruption. Act as a key escalation point, ensuring clear, respectful communication with stakeholders throughout the incident lifecycle. Manage the full support process — from issue detection to resolution and root cause analysis — and drive improvements to prevent recurrence. Collaborate with product, engineering, and service teams to deliver seamless support. Communicate clearly and empathetically across all levels of the organization. Enhance documentation, workflows, and knowledge-sharing to support self-service and transparency. Monitor and report on service quality metrics, using insights to improve performance. Requirements Experience in production or application support, ideally in customer-facing environments. Strong communication skills, with the ability to explain technical issues to non-technical audiences. Experience with UNIX/Linux and Windows Server environments. Understanding of incident, change, and problem management processes. A proactive, customer-focused mindset with strong organizational skills and attention to detail. Familiarity with tools like JIRA or ServiceNow. Certifications in ITIL, Linux, or cloud platforms (e.g., AWS, Azure). Experience with batch processing, data interfaces, or monitoring tools. Exposure to automation or scripting. Learn more about the LexisNexis Risk team and how we work We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights .